Getting started
Your sign-in link didn't arrive
There is no password on your account. You type your email address, we send you a link, and clicking it signs you in. When the email does not arrive, it is almost always in one of four places.
Check these first, in this order
- Your spam or junk folder. This is where it is, most of the time.
- The Promotions or Updates tab, if you use Gmail. The email is not promotional, but Gmail sorts by what it guesses, not by what things are.
- A different inbox. Did you type a work address and look in a personal one? The link goes to exactly the address you typed, spelling and all.
- Give it two minutes. Mail is usually instant and occasionally is not.
Ask for another one
Go back to the sign-in page and enter the same address again. That sends a fresh link. There is no limit worth worrying about, and old links stop working when a new one is issued.
Two things about the link
- It lasts 30 minutes. After that it is dead and you need a new one — this is deliberate, because a sign-in link sitting in an inbox forever is a key sitting on a doormat forever.
- It works once. If you click it, get signed in, and then click the same link again later, it will not work. Ask for a new one.
If you click a link and see a notice saying it has expired, nothing is wrong with your account. Ask for another link on the same page.
Stop it going to spam next time
Once you have found the email, add the sender to your contacts, or mark the message "not spam". Your mail provider learns from that, and the next link lands in the inbox.
Still nothing
Some workplace mail systems quietly block mail from senders they have not seen before, and you will never see it in a spam folder because it never reached your mailbox at all.
Two ways round it:
- Try a personal address instead. If you get a link there, the block is on the work system, and your IT people can allow the sender.
- Email us from any address, tell us which address the account is on, and we will sort it out with you.
Staying signed in
Signing in lasts 30 days on that browser, so you should not need a link every visit. Signing out, or using a different browser or device, starts that again. More on how that works is in your account.