Can't sign in

This page covers why signing in to Zym Labs can fail, and how to get back in. If you sign in with your company's single sign-on, start with your company's IT team: they manage your account.

Your email address isn't verifiedCopy Anchor Link

Cause. You haven't opened the verification link we sent when you created your account.

Fix. Open the link from your inbox; check spam if it's not there. To send a new one, sign in and start creating an organization: Verify your email first has Resend verification email.

You lost your passkey or second stepCopy Anchor Link

Cause. The device with your passkey, security key or authenticator app is gone.

Fix. On the sign-in page, choose Try another way and use another method, or one of your recovery codes. Once you're in, remove the lost method and add a new one in Keep your account secure. If you have no other way in, contact support.

Your password stopped workingCopy Anchor Link

Cause. Your organization requires single sign-on for your domain, which removes members' passwords. Or your account is locked after too many tries.

Fix. If your organization uses single sign-on, sign in with your work account: enter your work email and you're sent to your company's sign-in page. Otherwise wait a few minutes and try again, or choose Forgot password?.

Your account is turned offCopy Anchor Link

Cause. Your organization's single sign-on created your account, and an owner or admin disabled it.

Fix. Ask your organization's owners or admins to turn it back on.

You were signed outCopy Anchor Link

Cause. A Cloud session lasts 8 hours. Signing out in one Zym Labs app signs you out of every app in the browser. An admin can also sign out an organization's managed accounts.

Fix. Sign in again.

What's nextCopy Anchor Link

• Keep your account secure: add a second passkey and recovery codes.
• Check your sign-in activity: see failed sign-ins.