BrambleHelp
TroubleshootingEveryone

Troubleshoot signing in

What to do when your password, two-step code or sign-in link doesn't work.

Updated 14 November 20261 min read

Work through the problem that matches what you see.

#"Incorrect email or password"

  • Check you're using your full username, such as alex@yourcompany.com, not just your first name.
  • Check Caps Lock is off.
  • If you've changed your password recently, use the new one.
  • Still stuck? Reset your password.

Note

After several wrong passwords in a row, Bramble pauses sign-in to that account for a short time to stop people guessing. Wait a few minutes before trying again.

#"Invalid code — try again"

  • Use the code for this account in your authenticator app. If you have several Bramble accounts, check the name above the code.
  • Codes change every 30 seconds. Type the current one, not one that's about to change.
  • Check the time on your phone is set automatically. If your phone's clock is wrong, its codes are wrong.
  • Lost your phone, or reset it? Ask your admin to reset your two-step sign-in.

#You're told sign-in is blocked

Your admin has blocked sign-in for your account, or a security policy blocks sign-in from where you are (for example, outside the UK). Contact your admin.

#The sign-in page keeps coming back

  • Make sure your browser allows cookies for brambleit.cloud.
  • Try a private or incognito window. If that works, clear your browser's cookies for brambleit.cloud and try again.
  • Sign in at your organisation's own address rather than a bookmark to an old page.

Reset links expire after one hour and work only once. Guest sign-in links also expire. Request a new link and use the newest email.

#Your mail app won't connect

If you use two-step sign-in, your mail, calendar or contacts app needs an app password, not your normal password.