Home 9 Troubleshooting 9 Account and Login Issues

Account and Login Issues

Having trouble signing in or managing your LiteWork account? Here are solutions to the most common issues.

Can’t Sign In

“Invalid email or password”

Check your email address — Make sure you’re using the exact email you signed up with. Typos are common (e.g., “.com” vs “.co.nz”).

Check caps lock — Passwords are case-sensitive.

Reset your password — Click Forgot password? and follow the reset process.

Did you sign up with Google? — If you originally used “Sign in with Google,” you don’t have a password. Click the Google sign-in button instead.

“This account uses Google sign-in”

You created your account using Google OAuth, so there’s no password to enter. Click Sign in with Google and select the Google account you used when signing up.

“Account temporarily locked”

Too many failed sign-in attempts triggered a security lockout:

  • 5 failed attempts → 15 minute lockout
  • 10 failed attempts → 1 hour lockout
  • 20+ failed attempts → 24 hour lockout

Wait for the lockout period to end, then try again with the correct password. Or reset your password—a successful reset clears the lockout.

Google sign-in not working

  • Check you’re using the right Google account — If you have multiple Google accounts, make sure you select the one you used to sign up
  • Try signing out of Google first — Go to google.com, sign out, then try LiteWork again
  • Clear browser cookies — Sometimes stale cookies cause issues
  • Try incognito/private mode — This rules out browser extension conflicts

Password Reset Issues

“Reset email not received”

  1. Check spam/junk folder — Sometimes legitimate emails land there
  2. Check the right inbox — Make sure you’re checking the email account you signed up with
  3. Wait a few minutes — Email delivery can take 5-10 minutes
  4. Try again — Request another reset email

If you still don’t receive it, contact support@litework.nz.

“Reset link expired”

Password reset links expire after 1 hour for security. Request a new one from the Forgot password? page.

“Password doesn’t meet requirements”

Passwords must be at least 10 characters. There are no other requirements—no mandatory numbers, symbols, or uppercase letters.

“Password has appeared in a data breach”

LiteWork checks passwords against known data breaches to protect your account. Choose a different password that hasn’t been compromised. This doesn’t mean your LiteWork account was breached—the password appeared in a breach elsewhere.

Email Verification Issues

“Please verify your email”

If you signed up with email (not Google), you need to verify your email address. Check your inbox for the verification email and click the link.

Didn’t get it? Click Resend verification email on the sign-in page.

“Verification link expired”

Verification links expire after 24 hours. Log in to LiteWork and click Resend verification email to get a new one.

Account Access Issues

“Access denied” or can’t see companies

You might be in the wrong organization. If you belong to multiple organizations, check the organization selector in the header and switch to the correct one.

Can’t edit documents (read-only)

Possible causes:

  • Your role is Viewer — Viewers have read-only access. Ask an Admin or Owner to change your role.
  • Subscription expired — If the organization’s trial or subscription ended, editing is disabled. The Owner needs to subscribe or renew.
  • Payment failed — A failed payment puts the account in read-only mode. The Owner needs to update payment details.

Can’t access billing settings

Only the organization Owner can view and manage billing. If you’re an Admin, Member, or Viewer, you won’t see billing options. Contact the Owner if you need billing changes.

Organization Issues

Don’t see my organization

If you were invited to an organization but don’t see it:

  • Check if you accepted the invitation (look for the email)
  • The invitation may have expired (72-hour expiry)
  • Ask the Admin to resend the invitation

Signed in to wrong organization

Use the organization selector in the header to switch. Click your organization name and select the correct one from the list.

Two-Factor/Security Issues

Getting signed out unexpectedly

Sessions last 30 days. If you’re being signed out sooner:

  • Your browser might be clearing cookies when it closes
  • You might be using private/incognito mode
  • A browser extension might be interfering

Try using a regular browser window with default settings.

Still Stuck?

If none of these solutions work, contact us at support@litework.nz with:

  • Your email address
  • What you’re trying to do
  • Any error messages you see
  • Your browser and device (e.g., Chrome on Windows)

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