Can't Log In

If you're unable to log into Mentora, try these solutions.

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Issue: "Account Not Found"

You're seeing: "We couldn't find an account with that email"

Causes:

• Wrong email address
• Typo in email
• Haven't created an account yet

Solutions:

1. Check the email spelling — Make sure there are no typos
2. Try a different email — If you have multiple email addresses, try the other one
3. Create an account — Go to Sign Up if you don't have one yet
4. Check your invitation email — If you were invited, use the email the invitation was sent to

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Issue: "Wrong Password"

You're seeing: "Incorrect password"

Causes:

• Typed password incorrectly (passwords are case-sensitive)
• Caps Lock is on
• Copy-pasted a password with extra spaces

Solutions:

1. Check Caps Lock — Make sure it's off
2. Type slowly — Avoid typos when entering your password
3. Reset your password — Click Forgot password? on the login page and follow the steps
4. Check saved passwords — If your browser saved your password, clear it and type it manually

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Issue: "Forgot Password" email didn't arrive

You're seeing: Password reset email never arrived

Causes:

• Email is in spam/junk folder
• Wrong email address entered
• Email delivery delay

Solutions:

1. Check spam/junk folder — Look for emails from Mentora
2. Wait 5 minutes — Emails sometimes take a few minutes to arrive
3. Try again — Go back to login and click Forgot password? again
4. Verify your email is correct — Go to Settings if you're already logged in to check your email
5. Contact support — If you still don't receive the email, contact us

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Issue: Reset password link doesn't work

You're seeing: "This link has expired" or the link just doesn't work

Causes:

• Link has expired (they're only valid for 24 hours)
• You've already used the link
• Clicking an old link after resetting

Solutions:

1. Request a new reset link — Go to login and click Forgot password? again
2. Use the latest link — Only use the most recent password reset email
3. Complete the reset in the same session — Don't open multiple reset links at once

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Issue: "Session expired" while logged in

You're seeing: You were logged in but now it says you need to log in again

Causes:

• You were inactive for longer than the session timeout
• Browser cookies were cleared
• Logged in from a different device

Solutions:

1. Log in again — Use your email and password
2. Check your session timeout — Session timeout is set by your admin (default: 4 hours)
3. Stay active — To avoid expiring, keep using Mentora regularly

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Issue: Browser says "site not secure" or won't load

You're seeing: SSL error or "This site can't be reached"

Causes:

• Browser security issue
• Internet connection problem
• Rare server issue

Solutions:

1. Try a different browser — Switch to Chrome, Firefox, Safari, or Edge
2. Check your internet connection — Make sure you're connected to WiFi or mobile data
3. Clear browser cache — Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
4. Try again in a few minutes — Rare server issues usually resolve quickly
5. Contact support — If it persists, let us know

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Still can't log in?

If you've tried the steps above, contact support with:

• The error message you're seeing
• Which browser you're using
• Your email address