I cannot get into my account

When you select Sign in, «The email or the password is not correct.» appears.

You see it on the Sign in page, under the form.

Check that you write the email you signed up with. If you do not remember the password, select Forgot it? and create a new one from the email «Reset your OnBio password». Recover your password explains it.

When you open the link in the email, This link is no longer valid appears. Each link works only once for 30 minutes. Asking for another one cancels the previous one.

You see it on the change the password page, in place of the form for the new password.

Click Ask for a new link, type your email and open the last email that reaches you within 30 minutes. Recover your password explains it.

«We have blocked access after several failed attempts.» appears with the minutes left, or «Too many attempts with the code.» after writing several wrong codes in a row.

You see it on the Sign in page or on the Two-step verification page, under the field.

Wait the minutes the notice says and try again with the right password or code. If you are unsure about the password, recover it before you use up the attempts again. If your code never works, check the next cause.

You write the 6-digit code and «The code is not correct.» appears even though you copy it from your app.

You see it on the Two-step verification page.

Set your phone's time to automatic in its settings. The codes change every 30 seconds and depend on the exact time, so a clock that runs fast or slow gives codes that are no longer valid. Then write the new code that appears in the app.

You do not have the phone with your verification app because of loss, theft or a change of phone. You still have your recovery codes.

You see it on the Two-step verification page, with the link Use a recovery code.

1. 11. Select Use a recovery code.
2. 22. Write one of the codes you saved when you turned on verification.
3. 33. Select Verify.
4. 44. Open Security, select Change device and then I no longer have the device.

You have neither the phone with your app nor any of the 10 codes you saved when you turned on verification.

You see it on the Two-step verification page, where you have no code to write.

Write to soporte@onbio.es from the email of your account. The OnBio team checks your identity through that channel, resets your verification and closes all your sessions. When you sign in again with your password, you turn on verification with your new phone and save the new codes.

«You have not confirmed your email yet. We sent you a code when you signed up.» appears.

You see it on the Sign in page, with the button Resend the confirmation code.

Select Resend the confirmation code and write the code you receive. Create your OnBio account explains it.

«This account is disabled. Write to support if you think it is a mistake.» appears.

You see it on the Sign in page, under the form.

Write to OnBio from OnBio support with the email of your account. Accounts are disabled by the OnBio team, which answers you with the reason and the steps to recover it.