The following problems may occur when logging in:
Invalid user name or e-mail.
Even if you log in to Candis every day, it can happen that you enter the wrong password or email address in a hurry. Perhaps you even have several e-mail addresses in your company ➔ Maybe you are using the wrong one.
Have you forgotten your password?
➔ We will send a link to your email address via the “Forgot password” button, allowing you to reset your password.
Your user account is deactivated, please contact your administrator.
Your Candis administrator has blocked your access to the account. They can reactivate you via the settings ➔ Team members (tab: Inactive).
The user has been temporarily blocked due to too many invalid login attempts.
You have entered your password or code incorrectly too many times. Please wait 15 minutes and then try again
No code for 2-factor authentication is sent by email
In the input mask for the code, you can see whether we have sent it by email, text message or app. If you have not received an email, please check your spam folder first and double-check that your email address is correct. noreply@candis.io should also be whitelisted and approved on your mail server.
The code sent by email has already expired by the time it arrives
Candis always sends all codes in real time. Our customers' mail servers often have an additional spam filter that delays delivery. If it is not possible to disarm this, please use our 2-factor authentication via authentication app.
You have a new cell phone or lost your current cell phone?
Please send us the following data from the e-mail address stored in Candis:
E-mail address
Full name
Organization(s) to which you belong as a user. At least two in the case of multiple memberships.
Mobile phone number, if one has been verified in the profile
We will then reset your 2-factor authentication via the app
All options did not help?
➔ Please contact our support via mail to support@candis.io and send us the following information:
Email address you are trying to log in with
How are you trying to log in?
➔ Via smartphone app or via browser on the PC?What error message do you see?
(Please take a screenshot of the entire screen)Which browser are you using?