Common login problems at Private.Ki

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

Incorrect Username or Password: 

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Double-check that you entered your username (the part before @private.ki) and password correctly. 

Typos happen! Remember that passwords are case-sensitive. If you’ve forgotten your password, you’ll need to go through the password recovery process (see Password recovery below), as we cannot reset it for you without proper recovery info.

Account Locked Temporarily

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

Private.Ki might temporarily prevent sign-ins if it detects suspicious activity, like many failed login attempts or signs your account might be compromised. If this happens, follow any instructions given (you might need to verify via a code sent to your recovery email or wait a short period before trying again. Read more details here.

Two-Factor Authentication Issues

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If you have 2FA enabled but can’t log in, ensure your authenticator app code is correct or that you are using the correct Security Key / PassKey with the correct code. Read more details here.

Browser or App Problems

Sometimes, login issues arise from your environment. For example, Private.Ki requires JavaScript and certain modern browser features to be enabled. If you’ve disabled JavaScript or are using an outdated browser (or a very strict privacy plugin), the login might not work. Read more details here.

If the web login isn’t working, you might try the mobile app (or vice versa) to see if it’s an environment issue.

CAPTCHA problems

You might occasionally be asked to solve a CAPTCHA or verify via email when trying to log in – this is to thwart bots or hijackers. Also, if you’re behind Tor, our system might sometimes ask for extra verification (since malicious actors often use Tor too).

These measures are in place to secure your account. Just complete the required step (solve the puzzle, check your email for a code, etc.), and you should be able to proceed. Read more here.