When you can't log in

Start with the account you are trying to use

Most login problems come from one of five places: wrong email address, missing invite, expired or blocked sign-in step, browser or app session trouble, or organization-managed sign-in policy. Check those before creating a new account. A second account will not have your existing workspace access.

If you can sign in but cannot see work, this is probably not a login issue. Use When you can't access work or When work looks missing.

Availability

Quick recovery sequence

1. Confirm the email address. Work email and personal email are different ALLO accounts.
2. Use the newest sign-in email, code, or invite.
3. Check spam, promotions, quarantine, and company mail filters.
4. Try signing in from a normal browser window, not an old saved tab.
5. Update the desktop or mobile app if you are using an app.
6. If your organization manages sign-in, check with IT.
7. Contact support if the same problem continues after these checks.

Symptom guide

Confirm the email address

ALLO treats different email addresses as different accounts. If your invite went to you@company.com, signing in as you@gmail.com will not show the invited workspace. If your browser automatically chooses the wrong Google account, sign out of the wrong account or use the correct browser profile.

Ask the workspace admin which email address they invited. If they invited the wrong one, they should invite the correct address rather than asking you to rename a profile.

Use the right sign-in method

Use the same method you used before: email code, password, Google, Apple, or organization-managed sign-in. ALLO shows the password option only when the account already has an ALLO password saved. Some older accounts and some accounts created through email-code sign-in may not have one yet.

If the login page sends a code but does not show Log in with password, set up the password from inside the account:

1. Sign in with the email code first.
2. Open your account menu.
3. Go to Profile Settings, open Security, and use the Password section to set a password.
4. Open the password setup or reset email ALLO sends to the account email address.
5. Create the password from that email, then use Log in with password on future sign-ins.

If your account is controlled by Google, Apple, Microsoft, SSO, or another organization-managed sign-in provider, the provider owns password reset and multi-factor prompts. ALLO cannot bypass those provider rules, and local password controls may be hidden by policy.

If you recently changed jobs, domains, or identity providers, your organization may need to update access. Contact your workspace admin or IT admin before assuming ALLO lost the account.

Email codes, links, and invites

Use the newest email. Old verification emails, invite links, and sign-in codes can expire or be replaced by newer ones. If multiple messages arrived, start from the latest.

Check:

For invite-specific recovery, see When an invite does not arrive.

Browser sign-in problems

Try a clean browser path:

1. Open a new browser tab.
2. Go to ALLO directly instead of using an old saved sign-in link.
3. Complete sign-in.
4. If it loops, try a private window or a different browser profile.
5. Disable extensions that block cookies, redirects, or pop-ups for the sign-in attempt.

If your organization blocks third-party cookies, redirects, or identity-provider pop-ups, ask IT to allow the sign-in flow.

Desktop app sign-in problems

The desktop app may open your default browser for Google or browser-based sign-in, then return to ALLO. If the browser says sign-in succeeded but the desktop app does not open, allow the browser prompt to open ALLO and update the desktop app.

Use Sign in to the desktop app for the desktop flow and Troubleshoot the desktop app if the app opens blank, loops, or cannot receive the browser handoff.

Mobile sign-in problems

Update the mobile app before deeper troubleshooting. Very old mobile versions may not support current sign-in or session requirements.

If mobile shows an empty workspace after sign-in, compare the account email with web or desktop. If mobile cannot open a shared link, use Open a shared canvas on mobile. For broader mobile recovery, see Troubleshoot the mobile app.

Active sessions and locked-out devices

If you can sign in on one trusted device, open Manage active sessions and sign out old or unfamiliar sessions. This can help when a device was lost, shared, or signed into the wrong account.

If you cannot sign in anywhere, active session tools will not be available until you recover the account through the sign-in method.

When the problem is not login

What support needs

Contact support when you cannot sign in after confirming email, app version, and sign-in method. Include the account email, workspace name if known, sign-in method, browser or app used, device and OS, exact error text, and whether you can sign in on any other device. Do not send passwords, one-time codes, or full identity-provider recovery details.