Login Problems

This guide covers common problems signing into RoutePilot and how to resolve them.

Wrong Password

If you receive "Invalid email or password":

1. Double-check the email address — it must match exactly what was used during account setup
2. Passwords are case-sensitive — check that Caps Lock is not on
3. Use Forgot Password to reset your password via email

The password reset link is valid for 60 minutes. If it expires, request a new one.

Account Not Found

If you receive "No account with that email":

• Confirm you are using the correct email address
• Check that your account was fully provisioned (you should have received a welcome email)
• Contact your account owner or admin — they can confirm whether your account exists and is active

MFA Issues

RoutePilot supports multi-factor authentication (MFA) via authenticator app or SMS.

Authenticator Code Not Working

• Verify the time on your device is synchronized (authenticator codes are time-based)
• Make sure you are using the current 6-digit code, not a previous one
• If the code continues to fail, use a backup code from the codes you saved during MFA setup

Lost Authenticator Access

If you no longer have access to your authenticator app (new phone, deleted app):

1. On the login screen, click Use a backup code
2. Enter one of the backup codes you saved during setup
3. After logging in, go to Settings → Security to re-enroll MFA with your new device

If you do not have backup codes, contact your account owner or admin to reset your MFA.

SMS Code Not Arriving

• Check that your phone number on file is correct
• SMS delivery can occasionally be delayed by up to 2 minutes — wait before requesting a new code
• Requesting too many codes in quick succession will trigger a cooldown — wait 5 minutes
• If you consistently do not receive SMS codes, switch to an authenticator app for more reliability

Account Locked

After multiple failed login attempts, accounts are temporarily locked.

• Wait 15 minutes and try again
• If your account is still locked, contact your account owner or admin

Technical Login Errors

If you see an error code (e.g., "500 error" or "Service unavailable"):

1. Refresh the page and try again
2. Clear your browser cache and cookies for the RoutePilot domain
3. Try a different browser
4. Contact support if the issue persists

Next Steps

If your issue is not covered here, contact support with:

• The email address you are trying to log in with
• The exact error message you see
• The browser and device you are using