Troubleshooting

You can't sign in

Most sign-in trouble is one of three things: the address isn't quite what you think it is, the password needs resetting, or your mailbox is one an admin looks after and you can't reset it yourself. Signing in and being asked to choose a new password isn't trouble at all — it's the expected first step on a mailbox an admin set up for you.

Your password is refused

Invalid email or password is shown both when the password is wrong and when no account exists for that address. It's deliberately the same message either way, so nobody can use the sign-in screen to find out who has an account — which does mean it won't tell you which of the two went wrong.

Check the whole address. Sign in with the full address — you@yourcompany.com, not just the part before the @.
Check the domain. If your company has more than one, it's easy to try the wrong one.
Rule out the keyboard. Caps Lock, or a password manager filling an old entry. Type it by hand once.
Try a private window. This rules out a stale session or an extension interfering.

You get five attempts — spend them carefully

Each of the checks above is another sign-in attempt, and five wrong passwords within fifteen minutes locks the account. Settle on the address and the password first, then type them once, rather than trying variations at the screen.

Too many failed attempts

After five wrong passwords in fifteen minutes, NevTan Mail stops accepting sign-ins for that account and shows Too many failed sign-in attempts.

Wait fifteen minutes from your last wrong password. The lock then clears on its own — there is nothing to switch back on and nobody to ask.
Trying again while locked does no harm. Only wrong passwords count towards the five, so an attempt refused by the lock does not extend it.
Variations of your own address count together. The five are counted per account, so switching between your address and your username does not buy you more.
It is not your admin. Nobody has switched your account off. The lock is automatic and temporary, and an admin cannot shorten it.

Resetting your password does not unlock the account early

The sign-in screen offers resetting as an alternative, but the lock is checked before your password is — so a brand new password is refused for the rest of the fifteen minutes exactly as the old one was. Reset it if you have genuinely forgotten it, and expect to wait the lock out either way.

Reset your password

Choose Forgot password? on the sign-in screen and enter your address. If an account exists, a reset link is emailed to it.

The confirmation is the same either way

You'll see "If an account exists for this email, a password reset link has been sent" whether or not that address has an account — again, so the screen can't be used to discover accounts. If nothing arrives, check your spam folder, then check you used the right address.

If an admin manages your mailbox

Admin-created mailboxes can't self-reset

If your mailbox was created for you by your workspace admin, you can't reset your own password. Forgot password answers: "This mailbox is managed by your workspace admin. Please contact them to reset your password." No reset email is sent — asking again won't help. Your admin can set a new password for you from the admin console.

The password your admin sets is temporary: the next time you sign in, NevTan Mail asks you to replace it with one only you know, so they don't end up knowing your password either.

Admins: you'll find this under Admin → Mailboxes. See Create & manage mailboxes.

You're asked to choose a new password

A screen headed Choose your own password means the password you just used was set for you by an admin — either when they created the mailbox, or when they reset it. You can't reach your inbox until you save one of your own.

Enter a new password: Use 8 to 64 characters with an uppercase letter, a lowercase letter, a number and a special character, and no spaces. It has to be different from the one your admin gave you.
Confirm it: Type the same password again in the second field.
Save and continue: Choose Save and continue. You'll land in your inbox, and your admin won't know your new password.

There's no way round this step: until you save a password, opening the inbox directly brings you straight back. The Sign out link is there if you've reached the screen by mistake, but signing in again returns you to it.

It's a real NevTan Mail screen

It only ever appears straight after a successful sign-in, at /choose-password on the site you signed in to. We never email you a link to it, and it never asks for payment details or a code from another service. If you reached a page like it from a link in a message, close it and sign in from mail.nevtan.com instead.

If the password you enter is rejected, it's one of these:

It doesn't meet the rules. 8 to 64 characters, with an uppercase letter, a lowercase letter, a number and a special character, and no spaces.
It's the one your admin gave you. You'll see "Choose a password different from the one your admin gave you." Pick something else.
The two fields don't match. "Passwords do not match" — retype the confirmation.

Once you save, the admin's password stops working everywhere, so update it in any mail app that signs in to this mailbox — see SMTP & IMAP. Saving also ends your other NevTan sessions, so you'll sign in again on your other devices.

Signed out in the middle of working?

If your admin resets your password while you're using NevTan Mail, your session ends immediately and you're returned to the sign-in page. That's expected. Sign in with the new password your admin gave you, and you'll be asked to choose your own.

The same step is covered alongside the rest of signing in, in Signing in & SSO.

A new account that won't sign in

An account you created yourself has to be verified before it's usable. If you never received that email, the sign-in screen has a Resend link for the verification message — check your spam folder first, since it's the one piece of mail most likely to land there.

If you signed up through another NevTan product, use the same sign-in you use there — one account works across the suite. See Signing in & SSO.

Still locked out? Email us at info@nevtan.com from any address you can reach, and tell us the mailbox you're trying to open.

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