«Could not verify the identity.» (invalid_credentials)

Symptom

The sign-in page shows «Could not verify the identity.» after you type the password, use the passkey or enter an activation or recovery code. The API answers 401 invalid_credentials.

Cause

One of these is not right:

• the organization identifier in «Organization»;
• the email (or username);
• the password, the recovery code or the activation code;
• the passkey belongs to another account or another address.

For security, the message is the same in every case and never says whether the account exists.

Fix

1. Check the organization identifier with your administrator (the short "slug", not the trading name).
2. Check the email. After a rectification, use the new address.
3. Type the password again, minding capitals and the keyboard layout.
4. If you forgot the password, use «I forgot my access details». See Recover access by email.
5. If you used «It wasn't me» on a phone request, the password stays locked until you recover it.
6. A wrong, expired, foreign or used activation code gives this error too: ask your provider for a new one.

When to escalate

If you are sure of the details and the error persists, contact your organization's support with the approximate time and the email (never the password). Many failed attempts in a row may mean someone is trying to get into the account: tell security.