Can't sign in

Get past a wrong password, a code that never arrives, a lockout, a missing Touch ID button or an invite code that will not take.

Updated September 2, 2026

You are stuck at the login screen, the code screen, or a hold screen that will not clear. Find your symptom below.

The password is not accepted

"That email and password didn't match. Try again, or reset your password."

A wrong password clears the password field only; your email stays. Click Show to see what you are typing.

  • Check the email address at the top. It is filled in from the front door and you can change it.
  • If you are unsure of the password, use Reset your password.
  • "Enter both an email and a password." means one of the two fields was empty.
Note

If you started a plan on the pricing page and paid but never set a password, typing that email with any password takes you to the set-a-password step rather than telling you the password was wrong.

The code never arrives

Hailo emails codes in two places: the six-digit code for two-factor at login, and the six-digit code for a pending invite at the front door. Both expire after 10 minutes.

  1. Check spam and any filters on the address shown on the page. This is the answer most of the time.
  2. Press "Didn't get it? Resend the code". The two-factor page shows "We sent a fresh code to {your email}. It expires in 10 minutes." Resends are limited to five a minute.
  3. Use the newest email. An older code in your inbox is already dead.
  4. Wait for the 10 minutes to lapse and start again from the front door if nothing lands. On the invite screen, going back and entering your email gives you a fresh code and resets the attempt count.
  5. Use a recovery code if you cannot get into your email at all. Type one into the same box. The page reminds you: "Lost access to email? You can also enter a recovery code (like h3kf-9q2x) from the list you saved when you turned on 2FA."
Message Meaning
"That code didn't work. Try again, or use a recovery code." Wrong or expired. Check the newest email, or resend
"That code didn't match. Check the email and try again." (invite) Retype it. Codes are digits only
"That code expired. Go back and enter your email to get a new one." Return to the front door and re-enter your email
"Too many tries. Go back and enter your email to get a new code." (invite) Five attempts used. A new code resets the count

You are locked out for 15 minutes

Five wrong two-factor codes in a row locks the account: "Too many wrong codes. This account is locked for 15 minutes." While it runs you see "Too many wrong codes. Try again in about N minute(s)."

Two things to know:

  • The lockout is on the account, not the device. Moving to another Mac does not get around it.
  • Recovery codes are blocked during the lockout too. There is no way through it but time.

Wait the 15 minutes, request a fresh code, and try again.

Recovery codes

You were given eight when you turned two-factor on, shown once. Each one works once, in the same box the emailed code goes in.

  • The management page shows "You have N of 8 recovery codes left." with Generate new codes.
  • If you have none left and no access to your email, write in. See Contact support.

See Recovery codes.

The Use Touch ID button is not there

Touch ID cannot be switched on from Settings. It appears only after you have logged in with your password once on that Mac and let Hailo remember it.

  1. Type your email and password on the login screen.
  2. Leave Keep me logged in ticked. It is ticked by default.
  3. Press Log in and finish the two-factor code if you are asked for one.

From the next launch the login screen shows Use Touch ID with your email under it. Settings > Account > This Mac shows the Touch ID & Remember me row with an Active chip.

The button also needs a Mac with Touch ID hardware, or an Apple Watch that can unlock it.

Message Why
"Touch ID was cancelled or failed." The prompt was cancelled or the sensor did not read. Try again, or use your password
"Your remembered login has expired. Please log in with your password." Log in with your password once, with Keep me logged in ticked, and Touch ID comes back
"No remembered credential. Log in with your password first." You have not logged in with your password on this Mac yet
"Not set up on this Mac. Log out, then check Remember me on the login screen." Follow the three steps above. The box on the login screen is labelled Keep me logged in
"Network error trying Touch ID. Use your password instead." Hailo could not reach its cloud. Check your connection

A password reset, and turning two-factor off, both drop the remembered login. After either one, log in with your password once to set Touch ID up again.

A Reconnecting screen on launch

A screen titled Reconnecting with the line "Signing you back in on this Mac." appears when you switch wings right after a dropped connection. Hailo retries for about 15 seconds and then carries on. There is nothing to do.

If you signed out on purpose, Hailo skips this and shows the front door instead. If the screen keeps coming back, see Offline and reconnecting.

The invite code will not take

"That code didn't match an active invite. Copy it straight from your invite email. It's case-sensitive."

  • The code is case-sensitive. Copy it from the email rather than retyping it, and check for a stray space at either end.
  • Invites are valid for 14 days. Past that, ask for a new one.
  • An invite is tied to one address: "Email doesn't match the invite. Use the address the invite was sent to."
  • "Enter the activation code from your invite email." means the field was empty.
  • "This invite is no longer valid" means it expired or was revoked.

Instead of pasting the code, you can enter your invited email on the front door. Hailo sees the pending invite and emails you a six-digit code. See Invite codes and activation.

Hailo cannot find your account

"We couldn't find an invite or account for that email. Double-check the address, or request access below."

  • Check the address for typos.
  • If you were invited under a different address, use that one.
  • Otherwise click Request access and fill in the short form. You see Request received and the reply comes to the address you gave.

If it didn't work

  • Opening the invite link a second time says you are already set up. Your workspace exists. Sign in with your email and password instead of activating again.
  • Open in Hailo does nothing. Hailo is not installed yet, or macOS blocked the hand-off. Install Hailo, open it once, then click Open in Hailo again. If it still does nothing, paste the activation code inside the app.
  • The login screen keeps returning after a wing switch. See Offline and reconnecting.
  • You changed your email and now nothing works. Sign in with the old address once and check Settings > Account.

Locked out with no codes and no access to the email on the account? Write to us from the contact page using any address and say which studio you are. See Contact support.

  • Sign in for the first timeEnter your email on the front door, use the code or password Hailo asks for, and learn what Keep me logged in, Touch ID and Sign out do.
  • Invite codes and activationUse the invite email to install Hailo, open it in the app or paste the activation code, set your password, and request access if you have no invite.
  • Turn on two-factor authenticationAdd a six-digit email code to every login, handle the login challenge, and turn two-factor off when you need to.
  • Recovery codesWhere your eight recovery codes come from, how to use one when you cannot get the email code, and how to make a new set.
  • Log in with Touch IDSet up Touch ID on your Mac, use it alongside two-factor, and forget a Mac when you are done with it.
  • Trusted devicesSkip the two-factor code for 30 days on a Mac you trust, how the Mac app keeps that across relaunches, and what revokes it.
  • Reset your passwordGet a reset link from the login screen or from Account, choose a new password, and know what a reset does to your trusted devices.
  • Offline and reconnectingLearn what Hailo shows when the connection drops, what keeps working without internet, and what needs it.
  • Contact supportReach a person at Hailo from inside the app or by email, and send the few details that get your problem solved in one reply.
Still stuck? Send a note from the contact page and a real person at Hailo answers. Include the studio name you signed up with and, if it is about a specific screen, what you clicked.
Contact support