Frequently asked questions and messages

Manual — Getting started — web · chapter 13 of 13

The table explains the messages that may appear in the first steps. The most common questions come right after it.

Message	Where	Why	What to do
Please enter your username and password.	sign-in	empty field	fill in both fields
Invalid credentials.	sign-in	username (or email) that does not exist in this company, or wrong password — H2O does not say which	check the address, the username and the password; forgot the password → administrator
Account disabled. Contact your administrator.	sign-in	user deactivated by the administrator	talk to the administrator
Account expired on date / Account will only be valid from date	sign-in	the validity of the record (Valid until / Valid from)	ask the administrator to adjust it
Company not found or inactive.	sign-in	wrong company address or inactive company	check the address
Too many attempts. Please wait a moment.	sign-in and code	too many wrong attempts in a short time	wait a minute
Could not sign in right now. Please try again.	sign-in	no connection or server unavailable — it is not a wrong password	check the internet connection and try again
Enter the 6 digits from the app.	code	incomplete code	type the 6 digits
Incorrect code. Check the app and try again.	code and activation	wrong code or code from another account in the authenticator app	use the code of your company’s H2O account; check that the phone’s time is set to automatic
Session expired. Please log in again.	code	a few minutes passed between the password and the code	Back to login and sign in again
Could not verify. Please try again.	code	connection or server failure	try again
Could not start setup. Please try again.	activation	the QR code did not load	try again; at sign-in, go back to the login
At least 6 characters	Change Password	new password too short	use 6 characters or more
The passwords do not match	Change Password	confirmation different from the new password	type it again
Current password is incorrect	Change Password	the current password does not match	type the password you signed in with
Incorrect password.	Change authenticator app	wrong password in the confirmation	type your sign-in password
The app change has expired. Start again; your current app is still active.	Change authenticator app	more than 15 minutes passed between the password and the code from the new app	click Change authenticator app again; the current app is still valid
Add at least one rule before saving	saved filters (Tickets)	filter without a rule	build the filter before Save
Search failed. Please try again.	Global Search	connection or server failure	try again
Error sending. Please try again.	Support & Feedback	the message could not be sent	try again; the text stays in the window

Frequently asked questions

• I forgot the password. Why don’t I get a recovery email? You do not get one because there is no recovery by email in H2O. Ask your company’s administrator for a new password (People › Users) and change it in My Profile (chapter 4).
• I changed phones. What about two-factor authentication? Sign in with the old phone or with a recovery code and use Change authenticator app. Without either, the administrator resets your 2FA (chapter 3).
• I ticked Trust this device and H2O asked for the code again. The trust lasts 30 days, counts from the day it was ticked and belongs to this browser and this user. It disappears if you clear the browser data, use another browser or a private window, sign in with the email instead of the login (or the other way around), remove the device in My Profile or if the administrator resets your 2FA.
• Does H2O send the code by SMS or by email? No. The code only comes from the authenticator app on your phone (or from a recovery code). Any TOTP authenticator app works: Google Authenticator, Microsoft Authenticator, Authy, 1Password and others (chapter 3).
• The app code is always refused. Turn on automatic date and time on the phone — H2O accepts a difference of about 30 seconds —, check that the account chosen in the app is your company’s H2O account with your login, and type the code shown now (if it is about to change, wait for the next one).
• Several H2O accounts appeared in the authenticator app. The QR code was read more than once: each attempt generates a new QR and only the last one activated counts. Use the most recent account and delete the others; if in doubt, sign in with a recovery code and redo it with Change authenticator app.
• I deleted the authenticator app (or lost my phone). Sign in with a recovery code and do Change authenticator app in My Profile. Without codes, ask the administrator to reset your 2FA (People › Users › user › Details tab › Security — Two-factor authentication).
• Where do I type the recovery code? In the same field as the 6-digit code, with the hyphen (XXXX-XXXX). Each code works once.
• A menu item disappeared (or never appeared). The menu only shows what your active profile allows. Check the profile in the header; if you need the access, ask the administrator (chapter 5).
• I cannot find the records of a site. Check the site in the header and the Site + sub-sites / This site only switch.
• The screen switched to Portuguese (or Spanish). Go back to EN in the header. For your emails to come in English too, adjust My Profile › Preferences › Language (chapter 6).
• I opened H2O on my phone and cannot find the menu. On screens less than 768 px wide, the side menu disappears and navigation is in the bar at the bottom (Dashboard, Tickets, Tasks, More). The web was designed for larger screens; on a phone, use the H2O app (chapter 1).
• I was sent back to the sign-in screen. The session expired or was ended (chapter 12). Sign in again.
• An alert does not leave the bell. The bell has no “mark as read”: the alert leaves when the situation is resolved. The Support reply leaves when you reply in the conversation (chapter 9).
• My saved filters disappeared. They stay in the browser and in the site where they were saved. Check the active site and whether you are in the same browser (chapter 8).
• How do I see the tour again? My Profile › Preferences › Restart tour.
• Can I use the same user on the web and in the app? Yes: the username and password are the same. Two-factor authentication too, but it can only be set up on the web.