---
title: "I cannot log in"
description: "What to check when Murudo will not let you in: the sign-in method, the password, a new empty profile, "Account disabled" and too many tries."
url: https://help.murudo.co/troubleshooting/cant-log-in/
section: "Troubleshooting"
applies_to: "Android app, Murudo Web"
updated: 2026-10-13
---

# I cannot log in

What to check when Murudo will not let you in: the sign-in method, the password, a new empty profile, "Account disabled" and too many tries.

Most login trouble comes from using a different sign-in method from the one you signed up with. Murudo has three: Google, email and password, or username and password. Use the one you created your account with, then find the message you see below.

## "Incorrect email or password"

- Check the email for typing mistakes. Passwords must match exactly, including capital letters.
- If you signed up with Google and never added a password, the email form will not work. Go back and tap **Continue with Google**.
- Forgotten the password? Tap **Forgot password?** to get a 6-digit code by email. See [Reset a forgotten password](https://help.murudo.co/account-and-login/forgot-password/).
- If you deleted your account, it is gone and its email and password no longer work. See [Coming back after deleting your account](https://help.murudo.co/account-and-login/coming-back-after-deleting/).

## "Incorrect username or password"

A username is not an email address. Use **Log in with username** only if you created your account without an email. If you forgot the password, tap **Recover with selfie**. You need the recovery contact and phrase you saved when you signed up. See [Recover a username account with a selfie](https://help.murudo.co/account-and-login/recover-a-username-account/).

## Murudo asks you to set up a profile again

If you tap **Continue with Google** and land on **What's your first name?**, you chose a Google account that had no Murudo profile, and a new empty account was made for it. Your real account is untouched. Tap **Log out** at the bottom of that screen, then log in with the Google account, email or username you first used.

## "Account disabled. Contact support."

The account has been switched off and cannot be used. This is not the same as a suspension or ban, which let you log in and show a reason. Email [support@foretellhq.com](mailto:support@foretellhq.com) from the address on the account.

## You get in, but see Account Suspended or Account Banned

Your login worked. See [My account was suspended or banned](https://help.murudo.co/rules/account-suspended-or-banned/).

## You are asked for an email code that does not arrive

See [The email code is not arriving](https://help.murudo.co/account-and-login/email-code-not-arriving/).

## "Rate limit exceeded" or "Too many attempts"

You tried too many times in a row. Wait a full minute, then try once. See ["Too many attempts" or "Slow down" messages](https://help.murudo.co/troubleshooting/too-many-attempts/).

## "Cannot reach Murudo right now"

This is your connection, not your password. Check it and try again. See [Using Murudo on a slow or lost connection](https://help.murudo.co/troubleshooting/no-internet-or-slow-connection/).

## On Murudo Web

Open [murudo.co/app](https://murudo.co/app/) and tap **Sign in**. The same three methods are there, and the messages mean the same. You may also see **Continue with passkey**. It only works if you saved a passkey for your account earlier, under **Settings**, **Account**, **Passkeys**.

> [!WARNING]
> Never send your password or a code to anyone who offers to fix your login, including someone who says they are from Murudo.