Login & access: troubleshooting

Fixes for common problems getting into COHO. For how logins and codes work, see Login & access; for step-by-step instructions, see Login & access: how-to.

“We didn’t recognise that email and password combination.”

Why it happens:

1. The password is wrong, or has an extra space or capital letter.
2. The email is different from the one your account uses (for example a personal rather than work address).
3. You’ve never finished registering. Someone added you to COHO (as a tenant, owner or team member), but you haven’t created a password from your invite.
4. The account was closed.

How to fix it:

1. Click the eye icon to check the password, then try again.
2. Try any other email you might have used.
3. If you were invited, open the invite and register from it.
4. Otherwise click I’ve forgotten my password. If that page says “Email address not found. Please check if it is correct.”, there’s no account with that email: check the address, or register.

The password reset or verification email hasn’t arrived

Why it happens:

1. It’s in spam or junk.
2. The email address was typed wrongly, or isn’t the one on your account.
3. COHO has stopped emailing the address after an earlier bounce or spam report.
4. Your organisation’s email system is holding or blocking it.

How to fix it:

1. Search your mailbox, including spam, for “Forgotten password code” or “Please confirm your email”.
2. Check the address shown on the page. On Verify your email, if it’s wrong, click Different user? Logout.
3. Click Resend Code, wait a few minutes, and use the newest email.
4. Ask your IT team to allow emails from COHO.
5. For a team member, if Users says “COHO has stopped sending emails to this address.”, the organisation owner (or someone who manages users) clicks Resolve. You can resolve your own address in Settings once it’s verified. If you can’t log in to do it, contact COHO support.

“Verification failed. Please try again, or request a new code.”

Why it happens: the code was mistyped, or it’s more than 15 minutes old.

How to fix it: click Resend Code and enter the new code within 15 minutes. Codes are 5 capital letters and numbers; type them exactly as shown, or click the button in the email instead.

“Too many verification attempts” or “Too many password reset attempts”

Why it happens: 5 wrong codes were entered for this email in a short time. COHO pauses checks to protect the account.

How to fix it: wait 15 minutes without trying, then request a new code and enter it carefully.

COHO keeps sending me to “Verify your email”

Why it happens: your email address hasn’t been confirmed yet, for example because you’ve just changed it. Until it is, COHO only shows this page.

How to fix it: enter the code from the latest “Please confirm your email” email. Each time you log in, COHO sends a fresh one. If the address is wrong, click Different user? Logout, log in with your other account, or contact COHO support to correct the address.

I signed up by mistake and now can’t reach my real account

Why it happens: you started registering (for example choosing Manage properties or Find a home) while you already had an account, or before using your invite. The half-finished sign-up keeps you logged in to that new account.

How to fix it: click Different user? Logout on the What brings you to COHO? page (or Verify your email), then log in to your real account or open your invite link. See Get out of a sign-up you didn’t mean to start.

“A user already exists with this email address.”

Why it happens: there’s already a COHO login with that email, for example from a tenancy, as a landlord, or with another organisation.

How to fix it: don’t register again. Click Log in (on an invite page, Already registered? Log in) and use that email. If you don’t know the password, click I’ve forgotten my password.

My colleague registered, but they don’t see our organisation

Why it happens:

1. They registered from the COHO website, not from the invite, so a separate account was created.
2. They logged in to an existing account whose email is different from the one you invited.

How to fix it: ask them to log out, open the invite email and click Register to accept, then log in or register with the invited email. If they’ve already signed up separately, they can enter the invite code instead: see Join with an invite code. If they need to use a different email, remove them from Users and invite that email.

“COHO doesn’t support multiple managers with the same email address”

Why it happens: that email is already a team member in a COHO organisation: yours or another, including an old account you no longer use.

How to fix it: if it’s an old organisation you control, remove them there first. Otherwise invite a different email, or contact COHO support. See Users & roles: troubleshooting.

I’m in two organisations but only see one

Why it happens: COHO opens your home organisation (the one you own, or else the one you joined first). Switching organisations isn’t available to customers.

How to fix it: use a separate email address for each organisation, or contact COHO support.

COHO keeps logging me out

Why it happens:

1. Remember me was unticked, so COHO logs you out after about 30 minutes away.
2. You haven’t used COHO on that device for 30 days.
3. You (or someone with your login) changed the password or email, which logs out every device.
4. Your browser clears cookies when it closes, or you’re in a private window.

How to fix it: tick Remember me when you log in on your own device, and allow cookies for coho.life. Use your normal browser window. After a password change, log in again on each device.

“Your session has expired” on the two-factor screen

Why it happens: more than 10 minutes passed after you entered your password, or 5 wrong codes were entered.

How to fix it: click Back to login, log in again and enter the current code from your app straight away.

“Invalid code. Please try again.” when logging in with two-factor authentication

Why it happens:

1. The code had already changed in your app (they change every 30 seconds).
2. Your phone’s clock is wrong, so the app shows the wrong codes.
3. The code is from a different account in your app.

How to fix it: wait for a fresh code and enter it quickly. Set your phone’s date and time to automatic. Check you’re using the COHO entry for this email. Or click Use a recovery code instead.

I’ve lost my phone and my recovery codes

Why it happens: two-factor authentication needs your app or a recovery code, and you have neither.

How to fix it: if you added a passkey, log in with it and then set up two-factor authentication again. Otherwise contact COHO support. Afterwards, save your recovery codes somewhere other than your phone.

The page just says “The server did not respond or timed out.”

Why it happens:

1. Your internet connection dropped.
2. Too many login attempts came from your network in a minute, so COHO paused them briefly.
3. COHO is having a temporary problem.

How to fix it: wait a minute, check your connection, and try again. If it keeps happening, contact COHO support with a screenshot.

Only Your Account shows after I log in

Why it happens: your organisation’s subscription is suspended for an unpaid invoice.

How to fix it: see Your account & subscription. Someone with access to subscriptions, or the organisation owner, can pay to unlock it.

A tenant or applicant can’t log in

Why it happens:

1. They’re using a different email from the one on their tenancy or onboarding.
2. You invited them at a wrong or old email, so codes go there.
3. They never registered: they need to use their invite link first.
4. They already have a COHO account (from an earlier tenancy) and are trying to register again.
5. COHO has stopped emailing their address.

How to fix it:

1. Check the email in Tenant Information > View details. Correct it and click Resend invite.
2. If they’ve joined at an old email, click Revoke user access, update the email and invite them again.
3. If they already have an account, ask them to open the invite and choose Log in (not Register), then log in with that account.
4. If “COHO has stopped sending emails to this address.” shows, click Resolve.
5. If they’ve forgotten their password, send them to I’ve forgotten my password.

See Help someone you invited get in, Tenancies and Onboarding.

A tenant registered with a different email from the one I used

Why it happens: they typed another address on the sign-up page. COHO asks them to choose I’ll inform them or Please let them know.

How to fix it: update their email on the tenancy to match the one they use, so your records and messages line up.

“The invite link has already been used.”

Why it happens: someone already connected an account to this invite, possibly the same person with another email.

How to fix it: ask them to log in with the email they used before. If that wasn’t them, revoke access on the record and send a new invite.

Error messages

Message (as shown)	What it means	What to do
“We didn’t recognise that email and password combination. Please try again.”	Wrong email or password, or the account isn’t registered yet	Check both, or reset your password
“Email address not found. Please check if it is correct.”	No COHO account uses that email	Check the address, or register
“Verification failed. Please try again, or request a new code.”	The code is wrong or expired	Click Resend Code and use the new code within 15 minutes
“Too many verification attempts. Please try again later.”	5 wrong codes in a short time	Wait 15 minutes
“Too many password reset attempts. Please try again later.”	5 wrong reset codes	Wait 15 minutes
“Please check that the passwords match.”	The two new passwords differ	Type them again
“Password must be at least 8 letters.”	The new password is too short	Use at least 8 characters
“Invalid code. Please try again.”	Wrong two-factor or recovery code	Enter the current code, or a recovery code
“Your session has expired”	Two-factor took over 10 minutes, or 5 wrong codes	Click Back to login
“Could not sign in with your passkey. Please try your password.”	The passkey wasn’t accepted	Log in with your password
“A user already exists with this email address”	There’s already a login with that email	Log in, or reset the password
“Unable to register with this email address. Please contact support.”	There’s a problem with existing accounts for that email	Contact COHO support
“An account already exists with this email address.”	You tried to change your email to one already in use	Use a different address
“The invite link has already been used. If this was you, check to see if you have used another email address. Otherwise please get in touch with your property manager.”	Another account has already connected to this invite	Log in with the email used before, or ask for a new invite
“The invite link or code has not been found”	The invite was removed or replaced	Ask for a new invite
“Invalid or expired invite link”	The invite no longer exists	Ask for a new invite
“No user found with invite code ‘[code]’”	The invite code doesn’t match an invite	Check the code at the bottom of the invite email
“COHO doesn’t support multiple managers with the same email address”	The email is already a team member somewhere in COHO	Use another email, or remove them from the old organisation
“A code was recently generated and you need to wait 60 seconds before you can generate another one.”	You asked for another signing or invite code too soon	Wait a minute
“Too many verification requests. Please try again later.”	Too many codes requested for one invite	Wait an hour
“This invite is no longer valid”	The tenancy has ended or been cancelled	Send a new invite if they still need access
“Email address does not match this invite”	The email entered isn’t the one the invite went to	Use the invited email
“The server did not respond or timed out. Please check your Internet connection and if the issue persists contact COHO.”	Connection problem, or too many attempts in a minute	Wait a minute and try again