Help signing into your Loco account
If you're having trouble logging in, first try resetting your password, or getting a one-time passcode. If these options don't work, here are some ideas:
Did you activate your account?
You can't reset your password, until you've set one. This means activating your profile from a registration or invitation email.
If you registered by entering your email address we'll have sent you an activation link. If you've lost your activation email, simply register again. If it never arrived, see below.
If someone invited you to a project, then an activation email will have been sent to the address they entered. If you've lost your invitation, simply register for a free account using the same email address. When you activate your account, you'll automatically be added to any projects where an invitation is still pending.
Did your activation email arrive?
If you haven't received an activation link, try checking your junk mail folder. If it's not there it could be that you entered your email wrongly, or you may have a problem receiving mail from our email provider (which is Amazon SES).
If your email provider is blocking us then we have no way of contacting you. This means we can't even reply to support requests. If you don't get any emails from us, please ensure that you are not blocking emails from Amazon SES.
Please note that activation links expire after 30 days for security reasons. Just register again to get a new link.
Your account was closed
If you previously closed your account - or it was deleted automatically - you can resurrect your profile by simply registering again. We can't guarantee your data will still be in the system, or that you'll still be a member of your previous project teams; but if it was closed only recently, it may not yet be fully deleted.
You can't get past 2FA
Note that resetting your password, or using a one-time passcode will not disable two factor authentication. 2FA is an additional layer of security that you opt in to. The only way to disable it is to enter the recovery code that was generated when you enabled this feature.
Staying signed in
If you sign into Loco with a password you can tick the "Stay signed in" checkbox to save entering it every time you visit.
If you share your computer with anyone else, you should avoid using this feature. Ticking this box enables anyone who opens your browser to access your Loco account.
How auto-login works
- When you enter a correct password our server will set a cookie on your computer called
"authid"which lasts for one year; - If you visit the site after a previous session has expired, this cookie will automatically log you in without any interruption;
- Every time the cookie is used to log you in, it is regenerated and its one year lifespan starts again;
- If you click "Sign out" from your account menu, this cookie will be deleted from your browser and invalidated on our server.
Auto-login is only activated when logging in with a password. Not when logging in via an external authentication provider.
Incorrect password attempts
You have 10 attempts to enter a correct password when signing in to Loco. Security measures are in place to prevent bruce force entry (someone guessing your password).
After 5 failed attempts you must wait one minute before trying another password. Further failures will result as follows:
- 6 failed attempts: wait 10 minutes.
- 7, 8 and 9 failed attempts: wait another hour.
- 10 failed attempts: no more tries allowed.
After ten failed attempts you'll have to contact us to unlock your profile. Resetting your password at this point won't unlock the account. This measure exists in case somebody is trying to break into your account.