If you've forgotten your login credentials, you can reset them by entering your email address OR your username (please do not provide both, as one of them may be outdated) into the password reset form.

It’s important to note that any reset requests will be sent to the email address linked to your user account, this will typically be the email address that you initially used to sign up to LabelWorx.

If you are logging in with autofill credentials that your web browser has saved, you may have previously changed your username and password during one of our routine security audits or via a password reset, therefore it's possible that the details your web browser has saved are now outdated and no longer valid.

Please attempt to log in by manually entering your username and password. If this fails, you should try resetting your password by entering your email address only and then manually editing your browser's stored password for LabelWorx.

If you've previously set up a passkey, you may also be able to sign in without needing to enter your username, password or two-factor authentication code by clicking 'Sign in with a Passkey'.

If you're still having issues, please contact our support team.

If you can't access the email address that your user account was created with, please contact our support team, ensuring that you use an email address that you have access to and want your user account to be linked to going forward.

In order to verify your identity, our support team will ask you to provide a valid proof of identification (passport or driver's license), as well as answering some account-related security questions.

If you receive a 404 error after logging in, it usually indicates an issue with your account rather than the website itself. Please contact our support team so we can look into it.

If you have lost or changed the device that your two-factor authentication app was installed on, some apps will allow you to log back into your account to sync your details.

If you're still having issues, please contact our support team, ensuring that you use the email address that is linked to your user account. 

In order to verify your identity, our support team will ask you to provide a valid proof of identification (passport or driver's license), as well as answering some account-related security questions.

LabelWorx will not send you two-factor authentication codes via email or text message. Instead, users will receive these codes from a two-factor authentication app of their choice on their mobile device.

In order to get a code (these codes are time-sensitive and refresh periodically), open up the two-factor authentication app that you initially used to scan the QR code that was presented to you. If you don't remember setting up a two-factor authentication app, please be sure to check the above FAQ.

If you are using a two-factor authentication app on an iPhone, to ensure your phone's clock is correct, go to your iPhone's Settings app and click: General ➜ Date & Time ➜ Set Automatically.

If you are using the Google Authenticator app on an Android device, there may be an issue with your app's clock. To ensure that you have the correct time, go to the main menu on the Google Authenticator app and click: Settings ➜ Time correction for codes ➜ Sync now.

If you're still having issues after doing this, please contact our support team.

If you did not install one of the two-factor authentication apps we recommended, it's possible that you used your phone's camera to scan the QR code and set this up with its built-in 2FA feature instead.

If you own an iPhone, you can follow the steps below to access this

1. Go to the 'Passwords' app on your iPhone.
2. Search for the LabelWorx website.
3. If you set up two-factor authentication using your iPhone's built-in 2FA feature, you will see a 6-digit 'Verification Code' on this screen – enter this code into the LabelWorx website. When the site next asks for your two-factor authentication code, simply follow these steps again.

If you cannot find this on your iPhone, or if you do not own an iPhone, please contact our support team.

If you're unable to sign in using your passkey, first ensure that you're using the same device that you originally used when creating it (or a device that has access to the same passkey).

When you click Sign in with a Passkey, your browser or device will prompt you to authenticate using its built-in security, such as Face ID, Touch ID, or your device PIN. If you don't receive this prompt, try the following:

• Refresh the page and try again.
• Search online for relevant documentation on using passkeys on your specific device/browser.
• Ensure you're using a supported browser that has access to your saved passkey.
• If your passkey is stored in a password manager, ensure you're signed in and that passkey syncing is enabled.

If you're still unable to sign in, you can always sign in using your username and password instead. Once you've signed in, you can create a new passkey from your User Profile.

Whether your passkey is available on a new device depends on where it was stored. If your passkey is synced through your device's ecosystem or a supported password manager (such as iCloud Keychain or Google Password Manager), it may automatically be available on your new device once you've signed in.

If it isn't available, simply sign in using your username, password and two-factor authentication, then create a new passkey from your User Profile.

If you've removed a passkey from your User Profile or deleted it from your device, you won't be able to use it to sign in.

Simply sign in using your username, password and two-factor authentication, then create a new passkey from your User Profile.

If you've also lost access to your password or two-factor authentication method, please contact our support team so we can help you regain access to your account.

While passkeys are the most efficient and safest way of logging in, using a passkey is still completely optional. If you prefer, you can continue signing in using your username, password, and two-factor authentication app instead. Your password remains available even after you've created a passkey.