Login and access issues
Resolve problems signing in to Rezi, forgotten passwords, locked accounts, or access denied errors.
Login issues are frustrating but almost always resolvable in a few minutes. This article covers the most common access problems and how to fix them.
Forgotten password
On the Rezi login page, click Forgot password and enter your email address. You will receive a reset link valid for 1 hour. If you do not see the email: check your spam folder, confirm you are using the email address you registered with (not a personal email if you used a work email), and try again. If the email still does not arrive, contact support@rezi-ai.com.
MFA code not working
If your MFA code is being rejected: confirm your device's clock is synchronized correctly (TOTP codes are time-based and fail if your device clock is off by more than 30 seconds), try the next code after waiting for the current one to expire, or use a backup code if the authenticator app is giving persistent incorrect codes. If you have lost access to your authenticator app entirely, use a backup code or contact support for account recovery.
Account locked after failed attempts
After 10 consecutive failed login attempts, Rezi temporarily locks the account for 30 minutes as a security measure. After the lockout period, you can attempt to log in again. If you believe the failed attempts were from an unauthorized source (not you), change your password immediately after regaining access and enable MFA if not already active.
Access denied after logging in
If you log in successfully but see 'Access denied' when trying to view certain pages, your role may not have permission for that section. Contact your account Admin to verify your role and building access. If your role should have access, the Admin should review your permissions in Settings > Team > [your name].
Team member says their invite never arrived
For invitation emails that are not received: check that the email address in the invitation is correct (a common typo issue), ask the invited person to check their spam folder, and resend the invitation from Settings > Team > [pending invitation] > Resend. If the email domain is corporate and has aggressive spam filtering, the invited person should whitelist Rezi's sending domain (noreply@rezi-ai.com or similar) and then request a resend.
If you are the account Owner and are locked out with no recovery option, contact support@rezi-ai.com with your account email and business information for emergency account recovery. Identity verification is required and can take 24-48 hours.
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