I can't sign in to the portal

If you can't sign in to the portal, work through this checklist before opening a ticket. The fix is usually quick.

"Wrong email or password"

The most common case.

• Use the right email — your portal email is the one we send invoices to. Check a recent email from us if you're not sure.
• Check caps lock — passwords are case-sensitive.
• Try the password reset flow — quickest fix if you've forgotten.

"I can't get past the two-factor screen"

The 6-digit code from your authenticator isn't being accepted, or you don't have your phone:

• Phone clock out of sync — authenticators are time-based; if your phone's clock is more than 30 seconds off, codes won't validate. Restart phone or sync time settings.
• Try a recovery code — same screen accepts both. Recovery codes are 10 characters, with or without dashes.
• Lost both authenticator and recovery codes — open a ticket; we verify identity and help you regain access.

For more, see Two-factor recovery codes.

"It says my account is suspended"

Your services are suspended due to billing issues. The portal is still accessible, but services don't run:

• Sign in normally.
• Go to Billing.
• Pay the unpaid invoice.
• Services reactivate within minutes.

See Suspended account.

"Cookies / browser issues"

Sometimes the issue is browser-side:

• Try incognito / private mode — if it works there, it's a cookie or extension issue.
• Clear cookies for flashcloud.com — sometimes a stale session blocks new sign-ins.
• Disable browser extensions — privacy/ad-blocker extensions occasionally interfere with login.
• Try a different browser — confirms whether it's browser-specific.

"I don't see the email reset link"

The password reset email doesn't arrive:

• Spam folder — check it. From noreply@flashcloud.com.
• Right email address? — it has to be the email actually on your account.
• Wait a few minutes — most providers deliver in seconds, some delay for spam filtering.
• Try again — request a fresh link.

"My account email is one I no longer access"

If the email on your account is one you can't get into anymore:

• You can't use the self-service password reset — the link goes to that address.
• Open a ticket — we verify identity through other means (recent invoices, payment method last-4, account history) and update your email so you can use the reset flow.

"I'm getting CAPTCHAs constantly"

Repeated failed login attempts trigger our brute-force protection. After several failures, we show CAPTCHAs to slow down attackers.

• Successfully sign in once — CAPTCHAs go away.
• Wait 15-30 minutes if persistent — temporary IP-based throttling sometimes carries over.

If you're seeing CAPTCHAs from the very first attempt without recent failures, you might be on a shared IP that's been used for attacks. Try a different network or VPN.

"I'm hitting an error page during sign-in"

Something on our end is broken:

• Check status.flashcloud.com — if there's an active incident, sign-in might be temporarily impaired.
• Wait a few minutes and try again.
• Open a ticket if it persists — we want to know about login issues immediately.

"I think someone else got into my account"

If you see signs of unauthorized access (unfamiliar logins, services you didn't order, password reset emails you didn't request):

1. Sign in immediately if you can.
2. Change your password to something strong.
3. Enable two-factor authentication at Account → Security.
4. Audit your services — anything ordered you don't recognize?
5. Review payment methods — anything added that's not yours?
6. Open a ticket — we'll review the access logs and help secure the account.

For ongoing security:

• Use a password manager.
• Enable two-factor (covers password leaks).
• Use a unique email for high-value accounts (separate from public-facing addresses).

"I forgot which email I used"

You have an account but can't remember which email it's under:

• Search your email for messages from flashcloud.com — invoice notifications, welcome emails, etc.
• Try common emails you might have used — work email, personal email, etc.
• Open a ticket with details (name, address on file, any service IDs you remember) — we can look it up.

Last resort: open a ticket

If nothing works, open a ticket from our public-facing site (or email support):

• Describe the issue.
• Mention what you've tried.
• Provide identifying info (name, recent invoice if you have it, last 4 of card on file).

We respond within hours during business days.

Power-user note

For team accounts where multiple people might be sharing access, individual accounts per team member is the right model:

• Each person has their own credentials.
• Each can have their own two-factor.
• You can audit who did what.
• Revoking access for one person doesn't affect others.

Open a ticket with our team if you want to set up a structured team account model.