Having trouble signing in to your account and accessing your platform?
Select the issue below that best describes the error message or situation you're experiencing.
- An error message is displayed
- Other possible situations (no error message)
Error messages
"Sign-in error — please check your credentials"
You're seeing a "Sign-in error" message after entering your credentials on the login page. Your password may be incorrect.
If you've forgotten your password, reset it by following the steps in this article.
If you don't receive the email, search your inbox for "no-reply@infos-assoconnect.com" or check your spam folder.
No account is associated with your email address
The email address you're entering may not be linked to your account. An error message will appear on your screen.
This is a common issue for users who have multiple email addresses.
Search your inbox for "Springly". If nothing comes up, that address has never been used to access your platform.
If you're unsure, reach out to an Administrator on your platform — they can tell you which email address to use to sign in.
Your account is blocked or locked
You're trying to sign in but see a message saying your account is locked. After too many failed sign-in attempts, the account is automatically blocked.
Please wait 30 minutes before trying to sign in again.
If these attempts seem suspicious, notify your platform Administrators as soon as possible.
The page you're trying to access is unavailable or not configured
If you have a non-administrator account and see the message below, the likely causes are:
- the nonprofit hasn't published any pages on its website yet
- access to the content is restricted (for example, the page is only available to Members or a Group you don't belong to).
If you have an Administrator account on your platform, this message appears because no pages have been published on your website yet.
Other possible situations (no error message)
Incorrect site URL
You manage multiple platforms with different credentials and aren't sure you're on the right one.
To make sure you're on the right platform, go to springly.org and click the "Sign in" button.
Enter your email address and select the correct platform from the list to access it.
Bookmark the links in your browser for quick access.
You never received the sign-in invitation email
You created an account but never received the setup/confirmation email.
Go to the sign-in page, enter your email address only, and click "Sign in".
You'll receive an email to set your password.
Two-factor authentication is enabled
A token (validation code) is being requested in addition to your username and password when signing in.
Two-factor authentication is enabled on your account, protecting it against unauthorized access.
If you've changed phones or deleted the app, contact your platform's primary Administrator to have it disabled for you.
This article has more information about two-factor authentication.
The page isn't working
You may run into issues when loading web pages. These can appear as error codes (404, 403), a "This page isn't working" message, and so on.
To fix this, we recommend starting by clearing your cache and cookies, and updating your browser.
The steps for clearing cookies and cache vary by browser — refer to the documentation for yours: Firefox, Chrome, and Safari.
Get help
If none of the solutions in this article resolve your sign-in issue, you can contact our support team here.
Learn more:
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