I can't sign in¶

Follow the steps in order. Most cases are solved in the first three.

1. Use your full email address. The username is always the whole address, for example anna.roberts@company.com, not just anna.roberts.
2. Check the password. Check whether Caps Lock is on and the keyboard language is correct. If you copied the password from somewhere, make sure it did not pick up spaces at the start or end.
3. Try webmail. Sign in at https://mail.sooma.com.
   • If webmail works but an app does not, the problem is the app's settings. See Connection errors in apps.
   • If webmail also fails, carry on.
4. Did you change your password recently? Update it on every device: an app or phone with the old password keeps trying to sign in and failing. After many failed attempts, access may be blocked for a few minutes; wait and try again.
5. Recover your password with Recover password on the sign-in page. See Change and recover your password.
6. Ask your company's service administrator. They can confirm the account is active and webmail access is enabled, and set a temporary password.

If none of this helps, open a ticket stating the address, where you are trying to sign in (webmail or an app) and the exact error message.