Can't sign in or forgot your password?
Reset a forgotten password with Forgotten your password? on the login page. What each sign-in message means (wrong password, unconfirmed email, deactivated account, account on hold, reCAPTCHA) and what to do.
Check that you sign in with the email address you registered with. If you forgot your password, click Forgotten your password? on the login page and we email you a link to choose a new one. The table below explains each sign-in message.
Forgotten or changed password
- To change it, click Change password at the top of any page in your account. Enter your Old password and the new password twice, then click Change. The new password needs at least 6 characters, with uppercase and lowercase letters and a number.
- If you forgot it, click Forgotten your password? On the login page, enter your email address and click Reset. We email you a link to choose a new password. The link is valid for 30 minutes and works only once. Open it, enter the new password twice (6 to 99 characters) and click Save new password, then sign in with the new password. If the link has expired, request a new one the same way.
- If you think someone else knows your password, change it and contact us straight away.
Sign-in messages
| Message | What to do |
|---|---|
| Invalid e-mail address or password. Please try again. | Check that you use the email address you registered with, and that Caps Lock is off. If you forgot the password, reset it (see above). After too many attempts in a short time, sign-in is refused for up to a minute with this same message, even with the right password. Wait a minute, then try again or reset your password. |
| You need to confirm your e-mail address. Please check your inbox and spam folder. | From the second day after registration, you can sign in only after confirming your email address. Click the link in the confirmation email. If you can't find it, contact us. |
| Sorry, but that confirmation link has expired. Please try again or contact us. | Contact us. |
| Your account is not active or has been deactivated. | Contact us from the email address registered to the account. |
| reCAPTCHA error, please try again | After several failed attempts, the login page asks you to complete a reCAPTCHA check. Reload the page and complete it again. |
| Unknown error. Please contact us. | Contact us. |
| An Account on hold page | We have put the account on hold because of a security or payment issue and will contact you, usually within one working day. If we ask you to verify your identity, see When does Tiptrans require identity verification? |
Still can't sign in?
Write to us through Contact us from the email address registered to your account. Include your customer ID (suite number) if you know it, the exact message and a screenshot of the login page.