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Troubleshoot Logging In to DNSimple

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Most login problems come from one of a few causes: a password reset email that does not arrive, an account that uses single sign-on (SSO), a multi-factor authentication (MFA) code that is rejected, or a user email address you no longer control. Find the message or situation you are seeing below.

The password reset email does not arrive

Password reset links go only to your user email, the address you log in with. A notification email cannot receive one.

If the email does not arrive:

  • Confirm you entered your user email, not another address on the account.
  • Check your spam folder.
  • If your account uses SSO, skip the reset and log in with your identity provider instead. See the next section.

For the full reset steps, see Forgot Password.

Your account uses single sign-on

If you log in with Google, Okta, or Microsoft Entra, log in with that provider instead of resetting your password.

Your MFA verification code is rejected

One-time password codes are based on time. A code is rejected when:

  • Your phone’s clock is out of sync. Set your phone’s date and time to update automatically.
  • The code expired as you entered it. Codes change every 30 seconds. If the countdown in your authenticator app shows five seconds or less, wait for the next code.

For more detail, see Troubleshooting multi-factor authentication.

You lost your authenticator app or security key

Use your recovery code. On the 2-Step Verification page, click Use recovery code and enter it. This disables all MFA methods on your user, so set MFA up again after you log in.

See Recovery code for the steps and how to store a new code.

If you have also lost your recovery code, contact support. We restore access after the same verification described in You no longer have access to the account’s user email, which takes longer than using the recovery code.

If you are a member of an account that has other members, ask a member with Full Access to remove you from the account. Then contact support, tell us you have been removed from the account, and ask us to reset MFA on your user. After the reset, set MFA up again, and ask the member with Full Access to invite you back.

You see “Your account has been deactivated”

DNSimple has deactivated the account, and you need to contact support to restore access. See Deactivated Account for why this happens and what to include when you contact us.

An account deactivated after a failed subscription payment works differently: you can still log in and reactivate your subscription.

You no longer have access to the account’s user email

This happens when the person who set up the account has left, or when the email address was on a domain that no longer receives mail. Without access to the user email, you cannot reset the password yourself. The same verification applies if you lost both your MFA device and your recovery code.

Contact support from an email address you can access. To confirm you hold the account’s billing details, we first ask for:

  • The last 4 digits, card type, and expiration date of the card on file
  • The cardholder’s full name and the billing address on the card
  • The invoice numbers of the 5 most recent DNSimple invoices you have
  • The domains you expect to find in the account

After that, the cardholder completes an identity verification. If the card belongs to someone else, such as a colleague or your company’s finance contact, let them know early so the request does not stall at that step.

Have more questions?

If none of these match what you are seeing, contact support and tell us the exact message on the login page. We’ll be happy to help.