--- title: "Fix sign-in and access problems in Kommo" slug: "access-troubleshooting" description: "Fix Kommo login issues — resolve password errors, 2FA lockouts, or blocked access quickly and safely." tags: ["Password Reset", "Two Step Verification", "Workspace Security"] status: "update" updated: 2026-10-29T12:29:41Z published: 2026-10-29T12:29:41Z canonical: "support.kommo.com/access-troubleshooting" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Fix sign-in and access problems in Kommo > [!NOTE] > **What you’ll need:** > > - The email address linked to your Kommo profile. > - Access to your inbox, authenticator app, or saved backup codes, depending on the issue. > - Help from a workspace admin if access restrictions are blocking you. > > **Keep in mind:** > > - Resetting your password does not remove two-step verification or workspace access restrictions. > - Each backup code can be used only once. If you reconnect or change your verification method, your previous backup codes stop working. If you can’t sign in or complete a change to your sign-in details, find the issue below and follow the suggested steps. ## You forgot your password 1. Open the [Kommo login page](https://www.kommo.com/). 2. Click **Forgot password?** 3. Enter the email address linked to your profile. 4. Click **Request password reset**. 5. Open the email from Kommo and click **Change password**. 6. Enter a new password with at least **8 characters**, then enter it again to confirm. 7. Click **Change password**. 8. Return to the login page and sign in with your new password. > [!NOTE] > **Note:** An admin can also send you a reset email. See [Reset a user’s password as an admin](/resources/docs/reset-a-user-s-password-as-an-admin). Password reset is not available for users who sign in through Facebook, Google, or Apple. ## The password reset email hasn’t arrived - Check that you entered the email address linked to your profile. - Look in spam, junk, and other filtered folders. - Make sure your inbox can receive new messages. - Wait a few minutes, then request another reset email. ## The password reset link no longer works Request a new reset email from the login page. If an admin sent the link, they can send another one. Password-reset links expire after **12 hours** and can be used only once. ## A verification email hasn’t arrived If you’re waiting for a code to sign in or confirm a change: 1. Check the inbox for the email address you’re verifying, including spam and junk folders. 2. Make sure the inbox can receive messages. 3. Wait for the resend option to become available, then request another code. For an email address change, check your **current inbox first**, then your **new inbox**. Both addresses must be verified. ## You can’t access your email or authenticator app ### You need to sign in Use an unused backup code you saved when setting up two-step verification. Follow the backup-code option on the verification screen. If you can’t access your verification method and have no usable backup codes, contact [Kommo support](https://www.kommo.com/contact-us/). ### You need to change your email address but can’t access your current inbox Changing your email address requires a verification code sent to your current email first. A backup code or an authenticator app cannot replace this step. If you can’t access your current inbox, you won’t be able to change the email address yourself. Contact [Kommo support](https://www.kommo.com/contact-us/) for help. ## Your authenticator code doesn’t work Enter the current code before it expires. If you already used that code to confirm another action, wait for the app to generate a new one. If you can’t use the app to sign in, use an unused backup code. For more guidance, see [Set up two-step verification in Kommo](/resources/docs/two-step-verification). ## You lost your backup codes **If you can still use your two-step verification method**, sign in and go to **Settings → Security → Profile security**. To generate new backup codes, you can: - Turn off your current verification method, then set it up again. - Switch to a different verification method. You can reconnect your previous method or set up a new one. Save the new backup codes somewhere secure—your previous codes will no longer work. For instructions, see [Set up two-step verification in Kommo](/resources/docs/two-step-verification). **If you’ve lost both your backup codes and access to your verification method**, contact [Kommo support](https://www.kommo.com/contact-us/). You won’t be able to reset your verification method yourself. ## Your workspace blocks access ### Your IP address isn’t allowed Ask your workspace admin to review **Settings → Security → Workspace security → Whitelist of IP addresses** and check whether your current IP address is allowed. A VPN or a change of network may give you a different IP address. ### Your country isn’t allowed Ask your workspace admin to review **Country-based workspace access** in **Settings → Security → Workspace security**. If you’re traveling or using a VPN, your connection may come from a country outside the allowed list. For details, see **Manage workspace security in Kommo** [link placeholder]. If you’re an admin and these restrictions block your own access, contact [Kommo support](https://www.kommo.com/contact-us/). ## You still need help Contact [Kommo support](https://www.kommo.com/contact-us/) and describe the issue. Include screenshots and the error message, if one appears. ## Related - [Edit your profile information in Kommo](/edit-profile-information.md) - [Manage your Kommo account](/manage-account.md) - [Manage workspace settings](/manage-workspace-settings.md)