Use this article when you cannot sign in to Vizmo. Find the message you see in the table, then follow the steps in that section. The steps apply to the Vizmo portal and, for password problems, to Vizmo Pass.

Before you start

• Write down the exact message and the time you saw it. If you need to ask for help, Vizmo support will ask for both.
• Check that you are using the email address on your Vizmo account. Vizmo ignores capital letters in the address.
• If your company uses single sign-on (SSO), you may not have a Vizmo password at all. See the SSO section below.

Find your message

Account locked

Vizmo locks an account for 5 minutes after 5 wrong passwords in a row. The message is Your account is locked due to multiple failed login attempts. Please try again after 5 minute(s).

1. Stop trying to sign in. Wait the full 5 minutes before you try again.
2. After 5 minutes, enter your email address, select Next, then enter your password and select Login.
3. If you do not remember the password, do not wait. Reset it, as described below. A successful password reset unlocks the account straight away.

Note: there is no button for an admin to unlock an account. The lock ends by itself after 5 minutes, or when you reset your password.

Password rules

A Vizmo password must:

• have at least 8 characters;
• include at least 1 lowercase letter, 1 uppercase letter and 1 digit;
• not contain your email address (your username), or Vizmo shows Password cannot contain your username.;
• not be the same as any of your last 5 passwords, or Vizmo shows New password should not be the same as last 5 passwords.

The sign-in page and Vizmo Pass check these rules before they send your password. If an old, simple password is rejected with the message about 8 characters, 1 lowercase letter, 1 uppercase letter and 1 digit, the sign-in page will not send it. Reset the password instead.

Reset your password

1. On the sign-in page, enter your email address and select Next.
2. Next to Forgot Password?, select Reset.
3. Check that Registered Email is correct and select Request. Vizmo shows An OTP has been sent to your registered email address.
4. Open the email with the subject OTP for Password Change Request and enter the 6-digit code. Vizmo checks it as soon as you enter the sixth digit.
5. Enter a new Password and the same value in Confirm Password, then select Reset.
6. Vizmo shows The password has been reset. Redirecting you to the login page. Sign in with the new password.

Limits to know about

• The code is valid for 30 minutes.
• You get 5 tries at the code. After that Vizmo shows Too many OTP verification attempts. Please request a new OTP. Select Change and request a new code.
• You can request up to 5 codes in 5 minutes. After that Vizmo shows Too many OTP requests. Please try again after some time. Wait a few minutes.
• After the code is accepted you have 5 minutes to set the new password. If the time passes, start again.
• A password reset signs you out on every device and browser, so sign in again everywhere.

Reset messages

For the standard steps, see Reset your Vizmo portal password. To change a password you know, see Change your password.

Two-factor sign-in

If your account uses two-factor authentication (2FA), Vizmo asks for a code after your password. The page says Enter your OTP.

1. Enter the 6-digit code from your authenticator app, or from the email Vizmo sent you.
2. For an email code, wait for the 60-second countdown to end, then select Resend OTP. You can resend the code once.
3. If you have lost your authenticator app, select Reset 2FA and use one of your saved recovery codes.

• Invalid OTP: use the latest code. For an authenticator app, check that the time on your phone is set automatically.
• The Reset 2FA button is missing: the button appears only for accounts that use an authenticator app. Email codes have no recovery codes.
• No recovery codes and no access to the app or the email: an admin cannot reset 2FA for you. Contact Vizmo support.

For setting 2FA up, turning it off and using recovery codes, see Set up and recover two-factor authentication (2FA).

SSO errors

Availability: if the SSO sign-in option is greyed out or missing, contact your Vizmo account manager.

If your company uses SSO, enter your work email address and select Next. Vizmo then shows a Login With button for your company's sign-in, or takes you straight to it. See Sign in to Vizmo with SSO.

When SSO fails you return to the Vizmo sign-in page with a red message that starts with Login failed. It can include technical text in curly brackets. Read the sentence after the word message.

If no SSO button appears, check that you typed your work email address. An account that uses only SSO has no Vizmo password, so there is nothing to reset. Admins can set up SSO by following Set up SAML single sign-on (SSO).

Disabled account

Vizmo shows Your account has been disabled when an admin has switched your account off. Existing sessions end when the account is disabled. Ask an admin to enable it again. Admins can follow Enable or disable an employee account.

Things to know

• How long you stay signed in: a session lasts 7 days. If you use Vizmo after more than half of that time has passed, the session is extended. If you are signed out earlier, you may have reset your password or your account may have been disabled.
• Vizmo Pass: the app uses the same password rules and the same lock, so everything in this article about passwords, resets and the 5-minute lock applies there too. To install the app and sign in, see Vizmo Pass: install, sign in and what you can do.
• Keep codes private: never send your password, a reset code or a recovery code to anyone, including Vizmo support.

If the problem continues

Contact Vizmo support with your email address, the time you tried, the exact message and whether you use a password or SSO. Do not include your password or any codes.