I can't log in
Wrong username or password, a device limit, a two-factor code or a wait – what stops you logging in to TACENZA Chat, and how to get back in.
Most of the time, the fix is on the first screen: TACENZA Chat opens on Create account, so choose the Log in tab before you type your details. Then check that you’re typing your username without the @, and your password exactly as you set it – passwords are case-sensitive, so check Caps Lock too.
If that doesn’t help, work through the causes below.
- “Wrong username or password.” One of the two doesn’t match, and Chat doesn’t say which. If you’re sure of the username but not the password, use your recovery key to set a new one – see I forgot my password.
- “Too many devices”. You’re already signed in on as many devices as your plan allows. Pick a device to sign out and choose Sign out and continue. See I’ve reached my device limit.
- An authenticator code is asked for. Two-factor sign-in is on for your account. Enter the newest 6-digit code from your authenticator app. If it’s refused, see My two-factor codes don’t work.
- “Too many attempts. Try again in … s.” Chat slows down repeated login attempts. Wait the time shown, then try once, carefully. See It says “Too many attempts”.
- “You’re offline.” Your device has no connection. Chat needs one to log in.
- “This account uses Argon2id, which couldn’t load.” Part of the app didn’t download. Check your connection and reload the page.
- You haven’t logged in for a long time. An account nobody logs in to for 6 months is deleted, together with its username. If that has happened, the account can’t be brought back.
TACENZA can’t reset your password or look up your account for you. We never have your password, and your username is stored only as a hash. Your recovery key is the way back in.
Read more: Login problems in the docs.
Still stuck?
If none of this helps, contact support and tell us the exact message you see. Never send your password or recovery key – we’ll never ask for them.