Arca Help Center
Account & Access For all Arca users · Updated May 27, 2026

Can't log in to Arca? Sign-in problems and how to fix them

If you're having trouble signing in to Arca — wrong-password errors, a reset link that won't work, or being sent back to the login screen — this article explains what's happening and how to fix it.

How signing in to Arca works

Arca signs you in two steps:

  1. Enter your email. Arca looks up which account(s) your email belongs to. If you belong to just one, it takes you straight to the password screen. If you belong to more than one, you'll be asked to choose which one to sign in to.
  2. Enter your password. Once your account is selected, enter your password to finish signing in.
Note: Arca does not use two-factor authentication (one-time codes), and there is no email-verification step. If you're waiting for a verification code or confirmation email to log in, you don't need one — go straight to entering your password or resetting it.

Most common sign-in problems

1

"Invalid credentials!"

Symptoms

You enter your password and see "Invalid credentials!"

Cause

This message means one of two things — and they look identical on screen:

  • Your password is wrong, or
  • Your password is correct, but you're signing in to the wrong account. (Easy to miss if your email is linked to more than one Arca account.)
Solution
  1. Re-type your password carefully — check Caps Lock and any autofill from a password manager.
  2. If that fails, go back to the email step and confirm you've selected the correct account. The one you picked may not be the one your password is for.
  3. Still stuck? Use Forgot Password (see Resetting your password below).
2

"User does not have password"

Symptoms

After entering your email you see "User does not have password."

Cause

Your account exists but has never had a password set — usually because you were invited and never completed setup, or your account signs in through a connected service (single sign-on) instead of a password.

Solution
  • If you sign in with a connected service (for example, Salesforce), use that sign-in button instead of entering an email and password.
  • Otherwise, use Forgot Password to set your password for the first time, then sign in normally.
3

"Oops! There has been a problem getting your tenants…"

Symptoms

After entering your email you see a card titled "Oops!" with the message "There has been a problem getting your tenants. Please, try again in a few moments."

Cause

Arca couldn't find an account for the email you entered. This is almost always a typo or the wrong email address (for example, a personal address instead of your work address). It can occasionally be a temporary system hiccup.

Solution
  1. Check the spelling and domain of your email and try again.
  2. Wait a moment and retry once, in case it was temporary.
  3. If it keeps happening, confirm with your administrator that your account exists and uses that exact email address.
4

Your password-reset link says "Expired Link"

Symptoms

You click the reset link in your email and see a card titled "Expired Link" — "Seems like your link has already expired."

Cause

Reset links expire 24 hours after they're sent, and each link can be used only once. The link will also stop working if you've already requested a newer one.

Solution

Click Resend Link (or start Forgot Password again) and complete the reset within 24 hours. Always use the most recent email — older links no longer work.

5

Too many reset attempts

Symptoms

After requesting several password resets in a row, the reset stops working.

Cause

For security, Arca allows up to 5 password-reset requests per hour per account.

Solution

Wait an hour, then request a new reset link. You only need one — check your inbox (and spam folder) before requesting another.

6

You keep getting sent back to the login screen

Symptoms

You sign in successfully but get bounced back to the login page, or you're logged out unexpectedly.

Cause

Your session ended. This is expected right after you change your password (changing your password signs you out everywhere). It can also happen if old sign-in data is cached in your browser.

Solution
  1. Sign in again with your current password.
  2. If it keeps happening, clear your browser cookies and site data for Arca (or try a private/incognito window), then sign in fresh.
7

Your account is blocked

Symptoms

You can't sign in or reset your password, and you've ruled out the cases above.

Cause

An administrator may have blocked or deactivated your account.

Solution

This can't be fixed on your own — contact your administrator or Arca support to have your account reactivated.

Resetting your password

  1. On the password screen, click Forgot Password?
  2. Enter your email and submit. If an account exists, Arca emails you a reset link.
  3. Open the email and click the link within 24 hours (each link works once).
  4. Enter your new password and confirmation, then submit.

Your new password must:

After resetting, you'll be signed out of all sessions and will need to sign in again with your new password.

Error message reference

What you seeWhat it meansWhat to do
Invalid credentials!Wrong password or wrong account selectedRecheck password; confirm you picked the right account; reset password
User does not have passwordNo password set (invited or single-sign-on account)Use single sign-on, or set a password via Forgot Password
Oops! There has been a problem getting your tenantsEmail not recognizedCheck the email for typos; confirm the account exists
Expired LinkReset link is older than 24 hours or already usedClick Resend Link and use the newest email
Password and confirmation password are not the sameThe two password fields don't matchRe-enter the same password in both fields
A message starting with exception: (e.g. exception:USER_SESSION_REVOKED)A status message that didn't display properlyNote the text and contact support — this is a display issue on our side
Tip: If you ever see a message that begins with exception: followed by capital letters, that's an internal status code that didn't translate into plain language. Copy the text and include it when you contact support.

Still having trouble?

Contact Arca support and include:

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