Learners
The sign-in code doesn't arrive
Where to look for the code, what to ask your IT team, and how to get a new one.
There is no password for Cyberact. You enter your work email, press Send code, and a six-digit code arrives by email. If it doesn't, go through these steps in order.
What the code looks like
- From: Cyberact (support@cyberact.io)
- Subject: Your Cyberact sign-in code
- The code is valid for 10 minutes and works once.
An invitation link doesn't sign you in by itself. When you open the invitation, press Send the sign-in code on the page and the code is sent to you.
1. Check the address
A code only goes to an address that has access to Cyberact. The page shows the same text either way, so a typo won't show there.
- Use the address your invitation came to.
- If the address had a typo, press Use another address and enter it again.
2. Look in spam and your other folders
Wait a minute, then look in:
- your spam or junk folder
- your mailbox's other tabs and folders, such as Outlook's Other or Gmail's Promotions
- any rules that move messages automatically.
If the code is in spam, mark the message as safe. The next codes then go straight to your inbox.
3. Ask your IT team to allow the sender
Your organisation's email security may put the message in quarantine, where you won't see it at all. Ask your IT team to
- release the message from quarantine
- add support@cyberact.io to the allowed senders.
Cyberact's invitations come from the same address.
4. Ask for a new code
If the code has expired or you can't find it, press Use another address, enter the same address again and press Send code.
- A new code replaces the old one. Only the newest code works.
- You can ask for up to five codes an hour for the same address. If you see Too many attempts, wait a moment and try again.
- Up to ten codes a day are sent to the same address. After that, no code is sent until a day has passed, even though the page says one is on its way.
- If a code is typed wrong five times, it stops working and you need a new one.
5. The invitation has expired
An invitation link is valid for 7 days. If yours has expired, ask your manager for a new one. They send it from the Users and access page, under Invitations, with Resend.
Still no code?
If you're a learner, ask your manager first. If you're a manager, write to support@cyberact.io with the address you tried to sign in with, and roughly when.