I cannot sign in

Work through the reasons the sign-in page refuses you, from a wrong password to an expired sign-in link, and what to send us if none of them fit.

The sign-in page at tucia.com/login does not let you into the Client Portal, or the portal sends you back to it straight away.

Most likely causes

1. The email address or the password is wrong. The red box reads Email or password is incorrect without saying which of the two it was. Check the address first — it is the one that receives our order emails — then the password, which is case-sensitive. If you are not sure, set a new one at tucia.com/auth/forgot-password (Forgot password? on the sign-in page). If the box reads Invalid email or password instead, what you typed is not a complete email address, or the password is too short to be one of ours.

2. You signed up with Google. An account created with Sign in with Google has no password, so the email and password boxes cannot work. Use Sign in with Google with the same address — or, if you want a password as well, set one through Forgot password?. See Change your password.

3. A sign-in link has expired. After you sign in on tucia.com, a short-lived link carries you into app.tucia.com. It is valid for 10 minutes and works once, so going back to it later — with the browser’s back button, or from your history — shows Sign-in link not valid and This sign-in link is invalid or has expired. Select Go to sign in and sign in again.

4. Your session ran out. A Session expired dialog appears in the portal: Your sign-in session has expired. Redirecting to the login page in 5s. Sessions last 30 days when Remember me was ticked and 12 hours when it was not. Select Sign in again; after signing in you come back to the page you were on.

5. You are a team member. Team members sign in with the address they were invited with and the password they chose on the invitation page.

   • Your team access has been disabled. Please contact your account owner. — the account owner turned your access off on their Team tab.
   • Please accept your team invitation email first. — you tried Sign in with Google before opening your invitation link. Open the link the account owner sent you, set a password and select Join team first. If the link has expired, ask them to use Regenerate link.
   • Your studio's Tucia account is not available yet. Please contact your account owner. — the studio account is not on the new portal yet.

   See Team members.

6. Your account is on the classic site. Some long-standing accounts still use the classic Tucia site. After signing in you may see Your account is on the classic Tucia site. with Continue to Tucia — that is expected; continue there.

7. The account was closed. This account has been removed per customer request means the account was deleted at its owner’s request. Invalid account status. Please contact us for help. means something about the account needs our attention — write to us.

If that did not help

Write to support@tucia.com and include:

• The email address on the account, and whether you sign in with a password or with Google.
• The message you see, word for word, and where: in a red box on the sign-in page, in a dialog, or on a page of its own.
• Roughly when you tried, and whether you started from a link in an email or from the sign-in page.
• The browser and device you are using.

We can send you a link to set a new password, but nobody at Tucia can read your password — see Change your password.

Related

• Sign-in and security
• Create your account
• I did not receive an email
• I can’t log in — what should I do?