Cannot sign in?

What you are seeing

You are entering what you believe are the right details and Orsola will not let you in — or it lets you get as far as an error you do not recognise.

The message on screen matters here, so read it before trying again. The five causes below cover almost every case, and each one looks slightly different.

Wrong email or password

The ordinary case, and the ordinary fix.

• Check the email address for a typo, and check it is the one you actually signed up with rather than a work address you also use.
• Check Caps Lock, and try typing the password somewhere visible first to be sure of it.
• If you are not certain of the password, stop guessing and reset it — it takes a minute and rules the question out.

"Please verify your email address"

Your account exists but the confirmation email was never opened. Nothing else will work until it is.

1. Look for the original email from us, including in spam or junk.
2. If it has gone, use Resend verification email on the sign-in page.
3. Open the link. That completes it, and you can sign in.

You can ask for a fresh verification email three times a day, so check the spam folder before spending a request. If you use all three, you have to wait until tomorrow.

This one has a trap worth knowing. If your email is unverified and you try to reset your password instead, you are told an email is on its way — and none arrives, because an unverified account cannot reset a password. Verify first, then reset if you still need to.

You originally signed up with Google, Microsoft, or Apple

If you see "This account was created with social login. Please use the social login option", there is no Orsola password on the account and there is nothing to reset.

Go back and use the same button you used originally. If you cannot remember which, try them in turn — the right one signs you straight in, and a wrong one will not damage anything.

Your account is locked, on hold, or closed

These messages mean the account itself is in a state that blocks sign-in, and none of them can be resolved from the sign-in page:

• "Your account has been deactivated" — the account is switched off.
• "Your account has been suspended due to suspicious activity" — a hold placed after unusual activity.
• "Your account is under a legal hold" — access is blocked while that is in force.

All three need a person. Get in touch from the address on the account and quote the message you were shown word for word.

If you asked us to close your account and changed your mind, contact us quickly — deletion has a grace period, and inside it the account can still be brought back.

Still stuck

If none of the five fits, try once in a private window to rule out an old session or an extension, and once on another device or network to rule out the connection.

Then get in touch with the email address on the account, the exact message on screen, and roughly when it last worked. Do not send us your password — we never need it and will never ask for it.