The sign-in page shows "Invalid email or password" for almost every problem, not only for a wrong password. Work through the causes below; most take a minute to rule out.
One message, many causes
When Sign in fails, the red box under the fields says "Invalid email or password" in all of these cases:
| Cause | What to do |
|---|---|
The email is typed with different capital letters, for example jane@diveshop.com for an account created as Jane@DiveShop.com |
Type it exactly as it is stored. Anyone who can open Users can read your address there. |
| The password is wrong | Press Forgot password?. See Password reset links and verification codes. |
| You were invited but never set a password | Ask for a new invitation. See An invitation link has expired. |
| An admin deleted your user | Deleted users move to the Archived tab on Users. Ask an admin to restore you. |
| You recently changed your email under Edit profile | Sign in with the new address. The change needs no confirmation, so a typo there becomes your sign-in name. An admin can read the stored address on Users; only you can correct it, once you are signed in. |
| Too many attempts from your internet connection | Wait a minute, then try again. |
| Your device could not reach DivePilot | Check your connection, then the status page. See Contact support and check the system status. |
Sign-in allows about ten attempts a minute per internet connection, and everyone on the same office or boat Wi-Fi shares that allowance. A busy morning with several people signing in at once can use it up. DivePilot never locks an account after failed attempts, so waiting always helps.
A page asks for a code instead
If the page switches to "Check your email" with six boxes, your dive center has not confirmed its business email yet. Nobody on the team can sign in until someone enters the code sent to the business email given at sign-up, which may not be your own address. A code lasts one hour; press Resend code to get a fresh one.
This page appears as soon as a known email is entered, even with a wrong password, so reaching it does not prove the password is right.
The account has been deactivated
"This account has been deactivated and is scheduled for deletion. To reactivate it, email support@divepilot.app." means someone deleted the dive center under Danger zone. This message only appears after a correct password. The data is kept for 30 days: email support within that time to reactivate the account. After that, everything is erased.
One email address, one account
An email address can belong to only one DivePilot user, across every dive center and including deleted users. If you work for two dive centers, use a different address for each. Many mail providers deliver name+second@example.com to the same inbox as name@example.com, and DivePilot treats the two as different addresses.
Signed in, then sent somewhere else
- You land on a subscription screen instead of the dashboard: see The app is locked or asks me to subscribe.
- You are sent back to the sign-in page later on: see I keep getting signed out.
- A menu item you expect is not there: see A menu item is missing or access is refused.
Did this not answer your question? Contact support