Help with signing in

Unable to sign in to your Sync account? Follow the steps below for the most common sign‑in problems.

1. Incorrect Login Credentials

A “6001 Incorrect login credentials” message typically means that either your username, password, or 2FA code is incorrect.
See our resolving 6001 incorrect login credentials article for more information.
- Check for typos, ensure Caps Lock is off and you’ve entered any special characters exactly.
- Try another browser or device to rule out browser‑specific autofill or extension conflicts.

If Sync is not sending your 2FA code via email:

Wait a few minutes. It's possible the email delivery is delayed.
Ensure you have entered a valid password. To maintain account security when 2FA is enabled, entering an incorrect password will not result in a visible error message, rather, your 2FA code will not be delivered.

If you can’t remember your password:

Go to the password reset page.
Enter the email address associated with your Sync account.
If email-based password reset is enabled on your account you will have this option.
If you enabled a password hint you will have this option.
Pro tip: If you have the Sync desktop app installed, reset your password directly from the desktop app. Here's how.
If you do not see any password reset option, and you do not have the Sync desktop app installed, please open a support ticket.

If you see a unique error code or message, try these targeted fixes:

"There was an error contacting the server"
- Check our system status page.
- Contact us if the issue persists.
"Account disabled"
- Your account has been suspended.
- Contact us to resolve any policy or billing holds.
"Too many login attempts"
- You’ve tried the wrong password too often. Wait 15 minutes, then try again or reset your password.

Connectivity problems or browser settings can sometimes prevent Sync from working as expected.

Disable any VPN or proxy, as these can interfere with the connection.
Try connecting from another network, such as a different Wi-Fi or mobile hotspot.
Switch to another web browser or use an incognito/private window to rule out browser-specific issues.