This article is about your EverWeb account: the Client Area website, and signing in inside the EverWeb app. Find what you see in this table, then go to that section below. If your problem is with email or FTP, see Which password is which?
Being locked out of your account doesn't take your website or email offline.
| What you see | Go to |
|---|---|
| "Login Details Incorrect", or "The email and password entered are not correct" | Wrong password message |
| The page returns to the login box, or your saved password doesn't work | Saved passwords and autofill |
| "Verify It's You", or a request for a code sent by email | Verify It's You code |
| You asked for a reset but no email arrived | No reset email |
| "Your IP has been banned", "Failed Login Attempts" or "Access Denied" | Banned after too many tries |
| You're in, but your license or services aren't there | Wrong account or two accounts |
| "Two-Factor Authentication" | Two-factor authentication |
Wrong password message
- Check your username. It is the email address on your account, not your name or your domain.
- Check you're using your EverWeb account password. Your email password won't work here.
- Type both by hand. Don't use a saved password.
If it still fails, set a new password:
- Go to the password reset page.
- Enter the email address on your account and submit it.
- Open the email we send you and follow its link.
- Set your new password and wait for the message confirming it changed.
- Go to the Client Area and type your email address and new password by hand.
You'll know it worked when you see your account page with your services listed.
Using the EverWeb app? Go to EverWeb > Settings > Account (Windows: Edit > Options > Account), type your details and click Sign In. The Forgot Password button opens the same reset page.
Saved passwords and autofill
Your browser or computer may be filling in an old password, even after you've reset it. This can look like a correct password being refused. Repeated tries with a saved password can also get your connection banned.
- Open a private window:
- Safari: File > New Private Window
- Chrome: File > New Incognito Window
- Firefox: File > New Private Window
- Edge: the three dots, then New InPrivate Window
- Go to the Client Area.
- Type your email address and password by hand.
If that works, the saved password is the problem. Update or delete it in your browser. If you still can't get in, try a different browser.
Verify It's You code
This is a security check. We ask for a code when you sign in from a new device or location, or through a VPN. It doesn't mean your account has been hacked. We may also send an email called "Unusual Sign-in Attempts" with the code in it.
- Check the inbox of the main email address on your account. The code doesn't go to any other address, even an alternate address on your account.
- Check your spam or junk folder, and give it a few minutes.
- Use the newest code. Copy and paste it exactly.
- If you use a VPN or iCloud Private Relay, turn it off. Close your browser, open it again, and try from your usual internet connection on one device.
If no code arrives, contact us. We can check it from our side so you can get in.
If it wasn't you trying to sign in, set a new password.
No reset email
- Check you entered the main email address on your account. Reset emails only go there.
- Check your spam or junk folder, and give it a few minutes.
- If the page says your address isn't in our system, you're using a different address from the one on your account. Try any other address you may have used.
If it still doesn't arrive, or the email has no working link, contact us and we can send it again.
If you no longer have access to that email address, contact us. Once we've confirmed the account is yours, we can change the address. The new address then becomes your login.
Banned after too many tries
After several failed tries, our system blocks your internet connection from the account website. You may see a message like this:
Your IP has been banned. Ban Reason: Failed Login Attempts
This is a security measure, and it blocks your connection rather than your account. While it's on, you can't reset your password from that connection either.
- Stop trying from that connection.
- Find your IP address by searching "what is my IP" from a device on that connection.
- Contact us with that address, and we'll remove the block.
- Once it's removed, reset your password if you need to, and type it by hand.
If it comes back, something is still sending a wrong password. Check for saved passwords in your browser, in the EverWeb app and on your other devices.
This is different from a block on email or publishing, which signing in to the Client Area clears.
Wrong account or two accounts
Each email address can have its own separate EverWeb account, and they don't share anything. If you've used more than one address over the years, you may have more than one account.
You may have signed in to the wrong one if:
- You can get in, but your license, hosting or purchases aren't there.
- EverWeb says "You do not have any active accounts." or "No active EverWeb licenses could be found".
Look at an old invoice or renewal email from us. The address it was sent to is usually the one that holds your license. If you can't tell, contact us with every address you may have used and we'll tell you which one to use.
Two-factor authentication
You'll see "Two-Factor Authentication" and "Your second factor is required to complete login". This only appears if two-factor is turned on for your account. The code comes by email.
- Check the inbox of the main email address on your account.
- Check your spam or junk folder, and give it a few minutes.
- Enter the newest code. Don't use a backup code here.
If no code arrives, contact us.
Contact us
Open a support ticket, or reply to any email you've had from us.
You can still use that support page if you've been banned.
Write from the main email address on your account if you can. If you can't, we'll ask you to confirm the name, billing address, postcode and phone number on the account before we change anything.
Please include:
- The email address you're trying to log in with, and any others you may have used
- Where you're trying to log in: the Client Area website, or the EverWeb app
- A full-screen screenshot of what you see
- Your IP address, if you've been banned
Please don't send us your password. We don't need it.
Phone support comes with EverWeb + Hosting or the Priority Phone Support add-on.