Trouble signing in

Most sign-in problems have a quick fix. Find the problem or the message you see below and follow the steps. If you’re still stuck, your hive’s Admins or Hives support can help.

The code hasn’t arrived

Check your spam or junk folder. The email comes from noreply@hives.co and its subject starts with “Sign in to”.
Check that you typed your email address correctly. Hives sends a code to whatever address you enter.
Wait a minute, then click Resend code. It becomes available 60 seconds after the last code.
Use the newest email only. A new code replaces the old one.
If codes never arrive, your company’s email filter may be holding them back. Ask your IT team to allow emails from noreply@hives.co.

If your hive also offers Google or Microsoft, you can sign in with one of those instead.

“Invalid code. Please try again”

The code you typed is wrong, has expired or has been replaced by a newer one.

Codes work for 10 minutes.
Only the most recent code works.
After 5 wrong tries, the code stops working completely.

Click Resend code, then type the new code from the newest email.

“Too many attempts. Please wait a moment and try again”

Hives limits how often codes can be requested and checked, to keep accounts safe. The limit is 5 requests and 5 tries per minute from the same internet connection.

Wait a minute and try again. In a large office, colleagues on the same network share this limit, so it can be reached sooner, for example when everyone signs in at the start of a workshop.

“You don’t have access to this hive”

This means Hives recognised you, but your email address isn’t allowed into this hive. Common reasons:

The hive is invite only and your address hasn’t been invited.
The hive only accepts certain email domains, such as @yourcompany.com, and you used a different address, for example a personal one, that hasn’t been invited.
You signed in with a Microsoft guest account. If your Microsoft account belongs to another organisation and you are a guest in this one, Hives won’t accept it. Use an account from your own organisation, or the email code.
Your access to this hive has been switched off. See Your access has been switched off below.

What to do:

Check that you’re using your work email address, and the exact address you were invited with.
Check that you’re on the right hive’s address.
If it still doesn’t work, ask one of your hive’s Admins to let you in. Admins can find the settings in Choosing who can join your hive.

Your hive’s Admins have switched off the option you chose. Go back to your hive’s sign-in page and use one of the options shown there.

“We couldn’t sign you in. Please try again later”

This message appears when signing in with Google or Microsoft doesn’t work. It can happen if you cancelled at Google or Microsoft, if the sign-in took too long, or if your access to the hive has been switched off.

Go back to your hive’s sign-in page and try again.
If it fails again, try the email code instead, if your hive offers it.
If nothing works, contact your hive’s Admins or help@hives.co.

Microsoft opens a different, empty account

Hives matches your Microsoft account by its sign-in name. Sometimes the sign-in name is different from your email address, for example j.smith@yourcompany.onmicrosoft.com instead of john.smith@yourcompany.com.

When that happens, Hives treats them as two separate accounts. Your ideas and history stay with the account you used first. Sign in the same way you did before, for example with the email code. If you need help, contact help@hives.co.

Your access has been switched off

If your membership of a hive has been switched off (deactivated), you can’t sign in to that hive. Signing in again won’t restore it. Your other hives are not affected.

Ask your hive’s Admins if you think this is a mistake. They can contact Hives at help@hives.co to restore your access.

Still stuck?

Contact your hive’s Admins first, as they know how your hive is set up. You can also email help@hives.co. Include:

the email address you’re signing in with,
your hive’s address, for example app.hives.co/your-organisation,
how you’re signing in (email code, Google or Microsoft),
the exact message you see.