Sign-in failures occur due to a variety of reasons, including incorrect credentials, network problems, app glitches, or account restrictions. Recognizing the error displayed can help deal with the issue more efficiently. Below is a structured approach to troubleshoot and fix most sign-in errors:
Password issue
If the error displayed is related to your password, please try these solutions:
- Make sure your KOCOWA app and device's software/web browser are updated
- Try changing your password by following the guide https://help.kocowa.com/hc/en-us/articles/360002560913-I-lost-password
- Try signing in with a different web browser or device to see if the problem is related to your device
- Remove the data and cache of the app and reinstall it
- If you have an unstable network connection, try to restart your Internet connection by unplugging both your modem and router for 10 seconds and then plugging them back in
Email not registered issue
If the error displayed is related to your account, please try these solutions:
- Make sure your KOCOWA app and device's software/web browser are updated
- Make sure you are trying to sign in to an account that is already registered on our service. If you had a typo when creating your account, you may be trying to login using your personal email address, but the email itself was never registered on our service.
- Try signing in with a different web browser or device to see if the problem is related to your device
Other sign in issues
For sign in issues unrelated to Password or Email, try the following solutions:
- Make sure your KOCOWA app and device's software/web browser are updated
- Remove the data and cache of the app and reinstall it
- If you have an unstable network connection, try to restart your Internet connection by unplugging both your modem and router for 10 seconds and then plugging them back in
Additional details we ask
There is a possibility that the problem may go beyond what is capable on the user's end. This is especially true if the problem is happening on our end. So that we can quickly identify the root cause of the problem, we ask that you contact our Help Center and provide us some additional info:
- Are you using your email to sign in or the SSO option (login with Google, Apple, Facebook)?
- Do you see any error message? If you do, what does it say?
- Which device and web browsers did you have issues with?
- When did the issue start occurring for you?
- Can you kindly provide a screenshot or video of the issue?
- Do you have any other details that you can share with us?
If you still have any questions, Contact us.