I can't sign in to Arcade. What do I do?
You can fix most sign-in problems yourself. On the Log in form, select Forgot Password?. Then use the link in the email to set a password.
You have no invitation email or no community code
Section titled “You have no invitation email or no community code”You do not need them when Arcade has your email address. Some organizations add people without an invitation, and only some use a community code.
- Select Forgot Password?, and enter the email address that your organization has for you. Refer to Reset your password.
- If no email arrives, ask your manager to send a new invitation. If Arcade does not have your email address, your manager must add you to Arcade first.
A manager sends it with Reset password in the Edit Profile window of the person.
Arcade shows “Email not found”
Section titled “Arcade shows “Email not found””This message shows when you activate an account with a community code. Arcade looks for your email address only in the organization of that code.
Enter the email address that your organization has for you. If it shows again, ask your manager or your admin to add your email address to Arcade.
Arcade tells you to contact your administrator
Section titled “Arcade tells you to contact your administrator”A message that ends with “Please contact your administrator.” tells you that Arcade cannot connect your account to your organization. Send the message to your admin. Your admin can contact Arcade.
Your account is locked
Section titled “Your account is locked”The app does not tell you that your account is locked. The sign-in can seem to work, but some or all of your information does not load. Forgot Password? does not help, because Arcade sends no password link to a locked account.
Arcade can lock an account for these reasons:
- A manager or an admin locked it, or merged it into a different account. After a merge, sign in with the email address of the other account.
- The account has the Learner role, and no one used it for 90 days. If you used Arcade before, reminder emails arrive about 30 days and 7 days before this lock.
- An automatic update of the list of people in your organization locked it.
Ask your manager or your admin to unlock the account. Ask soon. When your organization uses rewards, Arcade removes the tokens of an account that stays locked for 30 days.
To unlock an account, a manager turns on the Status switch in the Edit Profile window. After an unlock, use Arcade in the next 90 days, or Arcade can lock the account again.
The password email or the verification code does not arrive
Section titled “The password email or the verification code does not arrive”- Look in your spam folder for an email from noreply@arcade.co. If your company filters email, ask your IT team to allow this address.
- Arcade shows Check your email also for an address that has no account. Make sure that the address is correct.
- A link from Forgot Password? is valid for one hour. A link in an invitation is valid for 14 days. Each new email replaces the previous link, so use the newest email.
- A verification code is valid for one hour. In that hour, Resend code sends the same code again.
- After 10 incorrect codes, Arcade shows “Couldn’t verify your email. Please try again.” for up to one hour. Wait, and then select Resend code.
Do I need to download a new app?
Section titled “Do I need to download a new app?”On a phone, yes. The web app does not open in the browser of an iPhone or an Android phone. Install the Arcade AI app. Refer to Install the app.
If you use the older Arcade app, you can get notifications that ask you to download the new app. Sign in with the same email address and password.
On a computer or a tablet, use Arcade in a web browser.