In this article, you learn how to resolve sign-in issues with Candis yourself. It covers error messages about your email address or password, waiting periods after failed attempts, and missing codes for two-factor authentication (2FA). For an overview of all methods, see the article Set up and use two-factor authentication.
Note: If your company uses single sign-on (SSO), you sign in through your company's SSO provider, not with a separate Candis password. The solutions for password and 2FA apply only to signing in with an email address and password. For an SSO sign-in, see the section Single sign-on login does not work.
Invalid email address or password
Candis shows “Invalid username or password” if the email address or password you entered does not match your user account.
Check that you are using the email address your user account is registered with at Candis. If your company uses several email addresses for you, you may be using the wrong one.
Reset your password with Forgot password if you no longer remember it.
Tip: If you are already signed in, you can change your sign-in email address under My profile → User information.
Forgot password
Open my.candis.io in your web browser.
Click Forgot password.
Enter the email address of your Candis user account.
Click Submit.
In the inbox of the email address registered with Candis, open the email from no-reply@candis.io. Check your spam folder if you do not receive an email.
Click Reset password in the email to update your password.
Confirm the password reset with your 2FA method.
Enter your new password twice. It must meet the requirements for a secure password.
Click Submit to save the new password.
Note: The password reset link is valid for 20 minutes. Request a new link with Forgot password if the existing link has expired.
Did not receive an email? See the section No email from Candis received.
User account is deactivated
Candis shows the message “Your user account is deactivated, please contact your administrator.” An admin can restore your user account under Settings → User management → Filter: Inactive.
User account is temporarily locked
Candis limits repeated failed sign-in attempts to protect your user account from unauthorized access.
You first have five sign-in attempts with no waiting period. After the sixth failed sign-in attempt, you must wait 60 seconds. After the waiting period, you can start a new sign-in. For each further failed sign-in attempt, Candis increases the waiting period by 60 seconds.
The maximum waiting period is 5 minutes. After 30 minutes without a sign-in attempt, the counter for failed attempts resets to 0.
Tip: Use Forgot password if you no longer remember your password. This helps you avoid further failed sign-in attempts.
No email from Candis received
This section applies to two emails from no-reply@candis.io: the code for two-factor authentication (2FA) by email and the link to reset your password.
Check that you are using the email address registered with Candis. If you do not know it, ask an admin.
Check your spam folder first. If the email is there, ask your company's IT department to allow no-reply@candis.io as a trusted sender (whitelist).
2FA code: Above the field for the code, Candis shows whether it was sent by email, SMS, or app. Click Request code again.
Password link: Request a new link with Forgot password.
Code or link has already expired on arrival
Candis sends emails immediately. If your company's mail server uses a spam filter with a delay, a code or link may already have expired when it arrives.
2FA code by email: valid for a maximum of 5 minutes
Password reset link: valid for a maximum of 20 minutes
Ask your IT department to check the delivery delay for emails from Candis, if possible. Until that is resolved, do the following:
2FA code: Click Request code again and enter the new code immediately. Alternatively, use 2FA with the Candis app, which does not depend on delivery time.
Password link: Request a new link with Forgot password and open it immediately.
No SMS code received
If you did not receive an SMS code to sign in, do the following:
Check whether SMS verification is supported in your country. You can find the list in Supported countries for SMS verification. If your country is not supported, use an alternative method — see What to do if your country is not supported for more information.
If your country is supported, check whether the stored mobile number is still current. Also switch your smartphone off and on again.
If you still do not receive a code, click a different method under “Or try another way” and sign in. To learn how to update your number, see Outdated mobile number for the SMS code.
If Candis does not offer another method, contact Candis support from your registered email address. Support verifies your identity and updates your number.
No push notification received
If the push notification from the Candis app does not arrive, do the following:
Open the Candis app manually and check your internet connection.
Make sure that push notifications are enabled for the Candis app and that you are signed in to the app with the same user account you use in the browser.
Update the Candis app and restart the app and your smartphone.
Click Send again if Candis shows this option on the sign-in page.
If that does not help, click a different method under “Or try another way.”
Smartphone lost or replaced
If you lost or replaced your smartphone, you set up 2FA again on your new smartphone. The steps depend on your 2FA method.
2FA with the Candis app
Install the Candis app on your new smartphone.
Sign in to the Candis app with your email address and password.
After that, Candis activates sign-in by push notification automatically. If you need to sign in in the browser before the Candis app is set up, use an alternative method.
2FA with an authenticator app
Sign in with an alternative method. The steps are under Use an alternative method.
Click your name at the bottom left and select My profile.
In the Account security area, set up the authenticator app on your new smartphone. The steps are under Set up an authenticator app in Candis.
Outdated mobile number for the SMS code
Sign in with another available method (Candis app, authenticator app, or email) and then update your mobile number under My profile → Account security.
Note: Signing in with an alternative method only works if your user account has at least one more method besides the Candis app.
Single sign-on login does not work
If your company uses single sign-on (SSO), you sign in through your company's SSO provider (e.g., Microsoft Entra ID or Google). Candis does not manage this sign-in itself. You can find the full instructions in the article First sign-in to Candis.
If you see an error message, a redirect loop, or denied access, contact your company's IT department first. They manage the SSO configuration and can usually fix the cause directly.
Contact Candis support only after your IT department has confirmed that the issue is on Candis's side.
Sign-in issue persists
If none of the solutions in this article helped, contact Candis support from the email address registered with Candis and send the following information to support@candis.io:
the email address you are trying to sign in with
whether you sign in with the smartphone app or with a browser on a computer
the browser you use
the error message shown (screenshot of the entire screen)