Login issues

If you are having issues with login, please check first that:

• Your username is your primary email address
• You are using your most recent password
• You are logging to the URL: https://app.emdesk.com/
• You have created an account with EMDESK
• Caps-lock key is not on (the password field is case sensitive)

If you are still having issues, please review the issues & resolutions below.

Forgotten your primary email address

It is possible to add multiple email addresses to your account, but there is only one primary email address. Your primary email address is the one you use to login and marked as primary in your account settings. 

If you cannot remember your primary email address, search your email inbox for email notifications from us (also try searching for "emdesk"). Then check the email address the email was sent to. That should be your primary email address.

Still problems remembering your primary email address? Then contact our technical support. 

Forgotten password 

Sure about your primary email address, but still problems with the login? Then you might be using a wrong password. If you cannot remember your password, please read here to get a new password. 

Too many failed login attempts (blocked account)

If you receive a notification toast "Too many failed login attempts. Please try again later (in XXs)", when you try to login, then we have recognized that you have failed to enter correct login data for too many times, and you will have to try again in a few moments.

Two-factor authentication issues

If you have two-factor authentication (2FA) enabled and cannot log in:

• Code not working: Make sure the time on your phone is set correctly (TOTP codes are time-based). Try waiting for the next code to appear.
• Lost access to your authenticator app: Use one of your recovery codes instead. On the 2FA screen, click "Use a recovery code instead" and enter a saved recovery code.
• No recovery codes available: Contact our technical support to regain access to your account.
• Verification expired: The 2FA code entry screen expires after 5 minutes. Start the login process again from the beginning.

Account not yet validated

If you are logged in successfully, but asked to validate your account, you have not yet verified your email address. Please go to the "Account verification issues" article for help with this.