Common login problems at Private.Ki

Having trouble logging in? Here are some common login issues and how to address them:

Why We Don't Show Specific Errors

When login fails, you may see this message:

We couldn't log you in. Something you entered was incorrect, but we can't say what — it's part of how we protect your privacy.

Screenshot 2026-01-29 at 12.34.40.png

Don't worry: This is intentional. By not revealing what's wrong, we prevent attackers from discovering valid usernames on our system.

Incorrect Username or Password

Double-check that you entered your username (the part before @private.ki) and password correctly. Typos happen! Remember that passwords are case-sensitive. You have to enter them exactly as you set them up.

If you've forgotten your password, you'll need to go through the password recovery process.

We cannot reset it for you because we don't know your password. That's a feature, not a bug.

Account Locked Temporarily

If you see a message that your account is locked or suspended, it could be due to security precautions.

Private.Ki may temporarily prevent sign-ins if it detects suspicious activity, such as many failed login attempts or signs your account might be compromised. If this happens, follow any individual instructions given.

Two-Factor Authentication Issues

 If you have two-factor authentication enabled but can't log in, please check the following:

  1. Make sure the code from your authenticator app is correct.
  2. Codes refresh every 30 seconds — wait for a new one if yours is about to
     expire.
  3. Check that your device's clock is accurate. Incorrect time settings cause codes to
     fail)

Browser or App Problems

Private.Ki requires JavaScript and modern browser features.

If you're having trouble, try the following:

  • Activate Javascript
  • Use a recent version of Chrome, Firefox, Safari, or Edge
  • Disable strict privacy extensions temporarily (some block required features)
  • Clear your browser cache and cookies
  • Try the mobile app (or vice versa) to see if it's an environment issue

CAPTCHA Verification

You may occasionally be asked to solve a Captcha when logging in — this helps protect against bots and unauthorized access.

If you're using Tor or a VPN, extra verification may be required since these are sometimes used by malicious actors. Complete the required step (solve the puzzle, check your email for a code, etc.) and you should be able to proceed.