I can't log in to my account
Most login issues fall into 4 buckets. Try them in this order.
1. "I forgot my password"
From the sign-in page (https://www.formationhub.com/member):
Click Forgot password
Enter the email you used at checkout
We send a reset link within 5 minutes
Click the link, set a new password
Sign in with the new password
Reset links expire after 15 minutes. If you wait too long, request another one.
2. "I never got the password-reset email"
Check: - Spam folder: most likely culprit. Sender: [email protected]. - Wrong email entered: re-enter and make sure the spelling matches your original signup. - Email forwarding rules: some companies have rules that redirect "noreply" or "notifications" emails. - Mail server delay: rare, but corporate mail servers sometimes hold messages for 10-30 minutes.
If after 30 minutes you still don't have the email, open a chat and we'll manually trigger a new one + investigate.
3. "I got the link but it says 'expired' or 'invalid'"
Reset links expire 15 minutes after we send them. Set-password links (sent at original signup) expire 72 hours after we send them.
If your link expired: - Click Forgot password again to get a fresh one - Use the new link within 15 minutes
If the link says "invalid" but you just got it: - Make sure you clicked the FULL link (some email clients break long URLs across lines — copy-paste the entire URL into your browser) - Try a different browser (sometimes browser cache holds onto an old session) - Try incognito / private mode
4. "I'm sure my password is right but it's not working"
Common causes: - Caps lock: passwords are case-sensitive. Check caps lock and num lock. - Wrong email address: maybe you have two emails and used a different one at signup. Try your alternates. - Account doesn't exist yet: if you JUST checked out, allow 1-2 minutes for the account to provision before your first sign-in. - Account locked from too many failed attempts: after 10 failed attempts in 1 hour, we temporarily lock the account for 1 hour. Wait, then try again with the correct password (or reset).
5. "Two-factor authentication isn't working"
If you have 2FA enabled and the code isn't accepted:
Phone time out of sync: 2FA codes are time-based. If your phone clock is wrong, the codes won't match. Make sure phone settings → Date & Time → "Set Automatically" is on.
Old codes: codes rotate every 30 seconds. Make sure you're using the current one.
Wrong authenticator app: if you set up 2FA with one app and switched phones, the seed is on the old phone. You'll need a backup code or to contact support.
If you've lost your authenticator AND your backup codes: 1. Open a chat with us 2. We'll verify your identity (3-5 questions about your account + a photo of your government ID matching the responsible-party name on your filings) 3. We disable 2FA on your account; you set up a new 2FA device
This process takes 1-4 hours during business hours.
6. "My account doesn't exist when I try to sign in"
Possible causes: - Signed up with a different email: check all your common emails - Account was closed: per your request, or automatically after a long period of inactivity - Account was never created: if checkout failed at the last step, no account was provisioned
If you have an order receipt but no account, open a chat with the receipt details — we'll create the account manually.
When to contact support
After trying all the steps above
Suspected account hijacking (someone else got in)
2FA recovery (need to verify identity to disable)
You need access to a deceased family member's business account (estate-of process)
Email: [email protected] (include the email address you're trying to log in with) Chat: any page on https://www.formationhub.com (bottom-right)
Security note
If you ever get a "password reset" email you didn't request, that means someone tried to access your account with your email. They DON'T have access (without clicking the link). But: - Don't click the link. - Change your password to something new + unique. - Enable 2FA (Account Settings → Security).
Repeated attempts indicate someone is targeting your account. Email [email protected] so we can investigate.
Next steps
Try the password reset: https://www.formationhub.com/auth/forgot-password
Still stuck? Open a chat or email [email protected].
Want to prevent future issues? Set up 2FA: Setting up 2FA.