# Sign-in and link problems (/docs/getting-started/sign-in-problems)
Most sign-in problems come down to a missing second factor, a link that has expired or been replaced, a limit that protects your account, or a dropped connection. This page covers each one. Mokanata has no passwords, so there's no password to reset: you always get in with a passkey, Google or an email link, plus a second step.
- **Who can use it:** Anyone.
- **Before you start:** Nothing.
## Lost your authenticator app [#lost-your-authenticator-app]
After Google or an email link, Mokanata asks for a second step. Without your phone you still have these ways through:
- **A code by email (after Google only):** on the two-step check, ask Mokanata to email you a code and type it in. After an email link there is no email code, because your email already got you this far.
- **A recovery code:** type one of the recovery codes you saved when you set up your authenticator. Each one works once.
- **A passkey:** choose **Use a passkey** on the two-step check.
Or sign in with a passkey, which doesn't ask for a second step at all.
Once you're in, set up the authenticator on your new phone: in [Settings → Security](/docs/settings/security#reset-your-authenticator), reset it and add Mokanata to the new app. Then [make new recovery codes](/docs/settings/security#get-new-recovery-codes) if you used some of yours.
## Lost a passkey [#lost-a-passkey]
A passkey lives on your device or in your password manager. If it's gone (a lost phone, a reset laptop):
1. Log in with an email link or Google, and confirm with your authenticator, a recovery code or a passkey (after Google, an email code too) (see [Log in](/docs/getting-started/log-in)).
2. In [Settings → Security](/docs/settings/security), add a passkey on the device you're using now, then remove the lost one.
If someone else might have the lost device, also sign it out under **Where you're signed in**.
## No password reset [#no-password-reset]
Mokanata doesn't use passwords, so there's no "Forgot password" and no reset email. Old links to the forgot-password or reset-password pages open the log-in page. If you used to log in with a password, use an email link or Google with the same address: your account and workspaces are unchanged.
## Too many attempts [#too-many-attempts]
After 5 wrong two-step codes in 5 minutes, Mokanata stops checking codes for a while and shows a countdown. Wait for it to finish, or use another kind of code (a recovery code, or after Google an email code). The same limit applies to the authenticator code that [confirms a destructive action](/docs/getting-started/confirm-destructive-actions).
## Wait before asking again [#wait-before-asking-again]
To keep your inbox from filling up, Mokanata sends at most one email every 30 seconds, and five an hour, to the same address for each kind of email (sign-in links, two-step codes). Ask sooner and the page says **Wait before asking again**, with a countdown.
Sign-in links have their own limits: at most 3 per email address in 10 minutes, and after two links from one network Mokanata asks you to pass a robot check before sending another. A network is limited to 5 links in 10 minutes in all.
The email you already asked for is usually on its way: check your inbox and spam folder before asking again. When a new one arrives, use the newest email, because each new code or link replaces the one before.
## Links that don't work [#links-that-dont-work]
Every link Mokanata emails works for a limited time, and most work only once. Asking for a new one cancels the older ones.
| Link | Works for | When it no longer works | What to do |
|---|---|---|---|
| Sign-in link | 15 minutes, once | **This sign-in link has expired** or **This sign-in link doesn't work** | Click **Email me a new link**. If you're already logged in, the page says so and offers **Go to Mokanata**. |
| New email address link (from your profile) | 24 hours | **This link has expired** or **This link doesn't work** | Change the address again in [Profile](/docs/settings/profile). |
| Invite link | 7 days | **This invite link isn't valid**, **This invite has expired**, **This invite was withdrawn** or **This invite was already used** | See [When an invite can't be used](/docs/getting-started/accept-invite#when-an-invite-cant-be-used). |
A sign-in link that was already used or replaced:
An invite link that's incomplete:
Opening a new-address link from your profile switches your login email: Mokanata says **Email updated** ("You now sign in with" the new address) and opens your profile.
When a page says it couldn't check the link, Mokanata couldn't reach its servers. Click **Try again**; the link itself may be fine.
## Google sign-in was cancelled [#google-sign-in-was-cancelled]
If you close Google's window without choosing an account, the page shows "Google sign-in was cancelled. Nothing was changed." under **Continue with Google**. No account was created or changed: click the button again to retry.
## Mokanata can't be reached [#mokanata-cant-be-reached]
When your connection drops while you log in, the page says **Mokanata can't be reached**. Reconnect and try again. If the problem is on Mokanata's side, the alert reads **Something went wrong on our side** instead; try again in a moment.
## A page doesn't load [#a-page-doesnt-load]
Inside the app, a page that can't load shows **You're offline** when your connection is down, or **This page didn't load** for other problems, with what went wrong and a **Try again** button. Nothing was changed. The sidebar and top bar keep working, so you can also go elsewhere.
## More questions [#more-questions]
- Check your spam or junk folder.
- Make sure the address is right. For safety, Mokanata answers the same way whether or not an address has an account.
- Wait 30 seconds and ask again; see [Wait before asking again](#wait-before-asking-again).
Sign in with a passkey, or contact Mokanata support. Once you're in, [reset your authenticator](/docs/settings/security#reset-your-authenticator) and [make new recovery codes](/docs/settings/security#get-new-recovery-codes).
Every account needs an authenticator app and at least one passkey before it can use Mokanata. Finish both steps; see [Create your account](/docs/getting-started/create-account).
Sessions last 30 days on each device. If you're logged out sooner, someone may have signed out this device from the **Where you're signed in** panel in Settings → Security. The log-in page says why; see [Why you were logged out](/docs/getting-started/log-in#why-you-were-logged-out).
You're logged in as someone else. See [If you're logged in as someone else](/docs/getting-started/accept-invite#if-youre-logged-in-as-someone-else).
## Next steps [#next-steps]