Most login issues come down to one of a handful of things. Start at the top and work your way down.
1. I didn't get the code
Wait 30–60 seconds. Email can take a moment. The code is valid for 15 minutes, so you have time.
Check your spam / junk / promotions folders. The email is from
[email protected]with the subject "Your Althea verification code." Add that sender to your contacts so future emails go straight to the inbox.Double-check the email address you typed. A single-character typo is the most common cause. Click Use a different email on the code screen to go back and try again.
Click "Resend code" on the login page. There's a 60-second cooldown between sends, so if the link is grey it'll become active shortly.
Make sure the email address is one you actually have access to. If you signed up a while ago with an old work address, the code is being sent there — not to your current address.
If you've tried all of the above and still haven't received anything after several minutes, reach out to [email protected] and we'll help.
2. The code expired
Codes are valid for 15 minutes from the moment we send them. If you wait longer than that, the code stops working.
Fix: Click Resend code to get a new one. The new code replaces the old one — use the most recent one only.
3. The code isn't working / "invalid code"
Check for typos. It's 6 digits, no letters, no spaces.
Use the newest code. If you've requested more than one, only the most recent is valid.
Try copy-pasting directly from the email to avoid mistyping.
After 3 wrong attempts, we retire the code for security. Click Resend code to get a fresh one.
4. I want to log in with a different email address
On the code screen there's a "Use a different email" link — click it to go back and enter a new address.
Important: if you received a form, questionnaire, or invoice by email, those items are tied to the email address they were sent to. If you log in with a different email, you'll start a fresh account that won't see those items. When in doubt, log in with the email that received the original message from Althea.
5. The login page has my email filled in and I can't change it
When you receive an email from Althea with something to do — a form request, an invoice, a questionnaire — the link in that email opens the login page with your email address pre-filled and locked. This is on purpose: it makes sure you log in to the account the message was sent to, so you actually see the items waiting for you.
If you genuinely need to use a different email, click "Log in with a different email address" under the locked field. Just know that you won't see the original items unless they're resent to the new address.
6. I have two accounts / I signed up with the wrong email
Two accounts are usually harmless — simply log in to the one you want to use and ignore the other. Unused accounts won't interfere with your active profile.
If you can still sign in to the account with the wrong email (for example, you typo'd at signup), you can change the email yourself from your account settings — see Can I change my Althea email address? for the steps. If you can't sign in to the account at all, email [email protected] and we'll help.
7. Still stuck?
Email us at [email protected] with:
The email address you're trying to sign in with
What you're seeing (an error message, a blank page, no email arriving, etc.)
Roughly when you tried
We'll take it from there.