If you are having trouble signing in to your Bouncy.ai account, use this guide to identify and resolve the issue.
Common Issues and Solutions
1. Incorrect Email or Password
Error message: "Invalid email or password. Please check your credentials and try again."
Solution:
Double-check your email address for typos.
Make sure you are using the correct password. Passwords are case-sensitive.
If you have forgotten your password, click Forgot password? on the sign-in page to reset it (see Forgot Your Password?).
2. Email Not Verified
Error message: "Please verify your email before logging in."
Solution:
Check your email inbox (including spam/junk) for a verification email from Bouncy.ai.
Click the verification link in the email.
If you cannot find it, click the Resend Verification Email button that appears on the sign-in page after the error.
See Email Verification for more details.
3. Account Disabled
Error message: "This account has been disabled. Please contact support."
Solution: Your account has been disabled by an administrator. Contact Bouncy support for assistance (see How to Contact Bouncy Support).
4. Too Many Failed Attempts
Error message: "Too many failed attempts. Try again in 30 seconds." or "Too many attempts. Please try again later."
Solution: For security reasons, Bouncy temporarily locks your account after several failed login attempts. Wait 30 seconds and try again. If the lockout persists, wait a few minutes or reset your password.
5. Two-Factor Authentication (2FA) Issues
Symptom: You are prompted for a 6-digit code but do not have access to your authenticator app.
Solution:
On the 2FA screen, click "Use a recovery code" to switch to recovery code mode.
Enter one of your saved recovery codes in
XXXX-XXXXformat.If you have no recovery codes, contact Bouncy support for account recovery assistance.
See Using Recovery Codes for 2FA for more details.
6. Google Sign-In Not Working
Error message: "Sign-in was cancelled. Please try again." or "Sign-in popup was blocked."
Solution:
Make sure popups are not blocked for the Bouncy.ai site in your browser settings.
Try a different browser.
Clear your browser cookies and try again.
If you see "Multiple popup requests detected," close any duplicate sign-in windows and try once more.
7. Network or Connection Error
Error message: "Network error. Please check your internet connection."
Solution:
Verify that you have a stable internet connection.
Try refreshing the page.
Disable any VPN or proxy temporarily and try again.
Try a different network (e.g., switch from Wi-Fi to mobile data).
8. Browser Compatibility
Symptom: The sign-in page does not load correctly or buttons do not work.
Solution:
Make sure you are using a modern browser (Chrome, Firefox, Safari, Edge).
Clear your browser cache and cookies.
Disable browser extensions temporarily, as some may interfere with the sign-in process.
If You Signed Up with Google
If you created your account using Sign in with Google, you must use the Continue with Google button to sign in. You cannot use the email/password form unless you have also set a password separately.
If Nothing Works
If you have tried all of the above and still cannot sign in:
Try signing in from a different device or browser.
Check the Bouncy Status Page for any ongoing outages.
Contact Bouncy support with:
The email address you are trying to sign in with.
The error message you see.
What browser and device you are using.
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