A 6001 Incorrect login credentials error occurs when you are trying to sign in to the Sync web panel using either an incorrect username, password, or 2FA code. Follow the steps below to rule out issues that might be preventing sign in:
- Double check your username
- Confirm your password is correct
- Verify your two-factor authentication (2FA) code
- Rule out browser issues
Double check your username:
Your username at Sync is the email address you used when you signed up.
- Ensure you are entering the email address you used when you signed up with Sync.
- Check for typos or extra spaces in the username input box.
- Confirm the correct spelling of your email domain (e.g., @gmail.com vs. @gamil.com).
- If you have recently changed your email, try the new one.
- If you are still not sure which email address you used check your email inbox for newsletters or a "Welcome to Sync" account notification sent from help@sync.com (look at the To: address on those emails). If you don't see any emails from Sync, try checking a different email address.
Confirm your password is correct:
If you are certain you are entering the correct username, then the next step would be to confirm your password. Note: Never share your password. We will not ask for your password.
To confirm your password:
- Check that your Caps Lock (keyboard key) is not enabled.
- Be mindful of uppercase/lowercase letters, and symbols that you may have used when initially setting your password.
- If you are using a password manager, try entering in your password manually.
At this point if you are still getting a 6001 error, try issuing a password reset.
Verify your two-factor authentication (2FA) code:
If you have 2FA enabled on your account, a 6001 Incorrect login error can be a result of entering an invalid 2FA code. To verify:
- Ensure you are using the latest code from your authentication app or email (2FA codes expire quickly, so request a new one if needed).
- If the code isn’t received in your email inbox, request a new one by signing in again.
- If using an authentication app, ensure your device's date and time is accurate. An incorrect system clock can lead to invalid codes.
- Ensure your authentication app is updated to the latest version.
Rule out browser issues:
Beyond an incorrect username, password, or 2FA code, this error can sometimes result from web browser issues. Try the following:
- Try a different browser or device
- Disable browser extensions that may interfere with the login process
- Clear your browser data by opening your browser settings, navigating to the privacy or history section, selecting "Clear browsing data," choosing cookies and cached files, and confirming the action. Once done, try logging in again.