Please see the list below for solutions to the most common login issues:
I'm having an issue with my username, password, or email address
- I can't remember my username/password
- My username/password doesn't work
- I no longer have access to the email address linked to my user account
I'm having an issue with Two-Factor Authentication (2FA)
- I no longer have access to my Two-Factor Authentication app
- I don't remember downloading a Two-Factor Authentication app
- I'm not receiving Two-Factor Authentication codes via email or text message
- Two-Factor Authentication codes from Google Authenticator don't work
I can't remember my username/password:
If you've forgotten your login credentials, you can reset them by entering either your email address OR your username (please do not provide both) 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.
My username/password doesn't work:
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 and then manually editing your browser's stored password for LabelWorx. If you're still having issues, please contact our support team.
I no longer have access to the email address linked to my user account:
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.
I no longer have access to my Two-Factor Authentication app:
If you have lost 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.
I don't remember downloading a Two-Factor Authentication app:
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:
- Go to the 'Settings' app on your iPhone and select the 'Passwords' option.
- Search for the LabelWorx website.
- 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.
I'm not receiving Two-Factor Authentication codes via email or text message:
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.
Two-Factor Authentication codes from Google Authenticator don't work:
If you are using the Google Authenticator app on an Android device, there may be an issue with your phone'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 are using the Google Authenticator app on an iPhone, to ensure you your phone's clock is correct, go to your iPhone's Settings app and click: General ➜ Date & Time ➜ Set Automatically
If you're still having issues after doing this, please contact our support team.