I can't sign in to Pengo

Pengo’s sign-in page has three ways in: Continue with Google, Password and Magic link. Most problems are fixed by using the right email address with the right method.

#Your password isn’t accepted

• Check for typos and extra spaces in your email address.
• Make sure you’re using the same email your workspace was created with. Teammates use the address their invitation was sent to.
• If you created your account with Continue with Google, sign in that way instead.
• If you’ve forgotten your password, click Forgot password? next to the password field, enter your email and click Send reset link. Then open the email and choose a new password.

If the reset link says Reset link expired or invalid. Request a new one., the link is old or was already used. Request a new one from Forgot password? and use the newest email.

#You haven’t verified your email yet

You need to confirm your email address before you can sign in with a password. Open the verification email Pengo sent when you signed up and click the link. Can’t find it? Look in spam, then use Resend on the verification page. After you resend, there’s a short wait before you can send another.

#The magic link doesn’t arrive

After you click Email me a sign-in link, Pengo shows Check your inbox.

• Look in spam, junk and tabs like Promotions or Updates.
• Check the address shown on the page. If it’s wrong, click Use a different email.
• Open the link in the same browser you want to use Pengo in, and use the newest email if you requested more than one.

#You’re asked for an authentication code

If you turned on two-factor authentication, Pengo asks for a code after your password, on the Two-step verification screen. Enter the 6-digit code from your authenticator app and click Verify and sign in.

If the code is rejected:

• Use the code for Pengo, and type it before it changes.
• Make sure your phone’s date and time are set automatically. Authenticator codes depend on the clock.

Lost access to your authenticator app? Email support@pengo.chat from your account’s email address.

#You see “Too many requests”

After five sign-in attempts in a minute from the same network, Pengo pauses password sign-in for a moment to protect your account. Wait a minute, then try again with the right password, or use Magic link instead.

#You signed in, but your workspace is empty

You’re probably signed in with a different email address than the one your workspace uses. That’s easy to do with Continue with Google when you have more than one Google account. Click Sign out in the account menu, then sign in again with the right address.

#Your account is suspended

If Pengo tells you your account has been suspended, email support@pengo.chat from your account’s email address and we’ll look into it.

#Still stuck?

Email support@pengo.chat from the address you use for Pengo. Tell us how you’re trying to sign in and the exact message you see.