Team and access

Why can't I sign in to Reply?

In short

Why can't I log in to my Reply account?

Usually the address is right but the account is not the one you think: a personal account rather than your team's, or a different address than the one your account was created with. Reset the password from the sign-in page; changing the address an account uses is the one thing you cannot do yourself.

Quick fix

Use Forgot password on the sign-in page. It also tells you whether an account exists for that address.
If no reset email arrives, check spam, then try the address you were originally invited on; people often have two.
Try a private browser window. A stale session is a common cause of a page that loops back to sign-in.
Clear cookies for the site if the private window works and your normal one does not.
If you sign in and land somewhere unfamiliar, you are in the wrong account or workspace, not locked out.

Didn't work? Contact Reply support; the team can check your account directly.

Symptom

One of: the password is refused, no reset email arrives, sign-in succeeds and returns you to the sign-in page, or you get in and none of your work is there.

Most likely causes

Cause	How to recognize it
The password is wrong or was never set	Straightforward, and a reset resolves it
The address has no account, or a different one	No reset email arrives, or the reset works and the account is empty. Common when the invitation went to one address and you use another
A stale browser session	The page loops back to sign-in, and a private window works
You are signing in to a personal account	You get in, and none of the team's work is there – see Why can't a team member accept an invitation?
You are in the wrong workspace	You are in the right account but see nothing familiar – see Why can't a teammate see a sequence or mailbox?
Your access was removed	You were removed from the team, so the account no longer reaches its work
The subscription lapsed	Sign-in is restricted until billing is resolved

Diagnostic checklist

Request a password reset first. It is harmless and it answers the most important question: does an account exist for this address?
Work out which address the account uses. Check which address the invitation arrived at. Having two (a personal one and a work one) is the usual complication.
Try a private window before clearing anything. It isolates a session problem in seconds.
Notice whether you are locked out or just lost. Getting in and seeing nothing is a workspace or account problem, and a different page covers it.
Ask a colleague to check the members list if you suspect your access was removed.

Resolution

Reset the password

Use Forgot password. If no email arrives within a few minutes, check spam and confirm the address; no email usually means no account on that address.

You have the wrong address

Sign in with the address the invitation went to. If you are unsure which it is, ask a team owner to look at the members list.

A stale session

You need the account's address changed

You cannot change it yourself. Ask the Reply support team through the Help Center. Expect them to verify you own both addresses before making the change; that is the protection, not an obstacle.

Your access was removed

A team owner re-invites you. Have them send the invitation to the address you actually use, and sign out of everything before accepting.

Billing is the blocker

A lapsed subscription can restrict sign-in. A team owner or billing contact resolves it, after which access returns.

Verification

Sign in and confirm you can see your own sequences and contacts, not just that the page loaded. Landing in an empty account means you are signed in to the wrong one.

Prevention

Use one address for Reply and keep it consistent with the one your team invites.
Keep at least two people with owner access, so one locked-out person is not a blocked team.
Do not create a personal trial on an address your organization will invite.

FAQ

Can I change the email address my account uses?

Not yourself. Ask support, and expect to prove you control both addresses.

No reset email arrived. What does that mean?

Most likely there is no account on that address. Try the one your invitation went to.

I signed in but my work is missing

You are in a different account or workspace rather than locked out. The two team pages below cover both.

Still stuck? Contact Reply support

If these steps didn't solve the problem, the Reply support team can look at your account directly. Open the Reply Help Center and send the team a message.

To get an answer faster, include:

the address you are trying to sign in with
what happens – password refused, no reset email, or a loop back to sign-in
whether a private browser window behaves differently
your organization or team name

Don't send passwords, API keys, or access tokens. Support will never ask for your password.

Build with Reply

REST API: Authentication – API keys are separate from sign-in
MCP: docs.reply.io/mcp – connect an assistant without a password