Use this guide if you cannot log in to your Ecenica account. It covers account passwords, temporary login lockouts, two-factor authentication and common browser problems.
Choose the problem you are having
| What is happening? | What to do |
|---|---|
| Your email address or password is not accepted | Check that you are using your Ecenica Dashboard details or reset your password. |
| Login is temporarily disabled | Wait until the countdown finishes before trying again. |
| Your six-digit verification code does not work | Check your authenticator app and device time. |
| You cannot access your authenticator app | Use an unused recovery code. |
| You have lost your authenticator and recovery codes | Contact Ecenica support for account recovery. |
| You see a 419 Page Expired message | Open a private browser window or clear your Dashboard cookies. |
Log in to Ecenica Dashboard
- Open Ecenica Dashboard
- Enter the email address linked to your account
- Enter your Ecenica Dashboard password
- Click Login
Email address: Use the main contact email address linked to your account. This is normally the address you used when you first ordered from Ecenica.
Use your Ecenica Dashboard password. Your email, webmail, WordPress and hosting control panel may each have a different password.
If you have enabled two-factor authentication, you will also be asked for a six-digit verification code.
Fix an email address or password error
Check that you entered the correct main contact email address.
If you are unsure of your password:
- Click forgot password on the login page
- Enter your account email address
- Open the password reset email
- Follow the link to choose a new password
- Return to Ecenica Dashboard and log in
If the reset email does not arrive, check your spam or junk folder. Make sure you entered the main email address for your account before requesting another email.
See I have forgotten my password for more help.
If you no longer have access to your account email address, contact Ecenica support. We will need to verify that you own the account before changing its details.
Wait for a temporary login lockout
Several failed attempts may show this message:
Too many login attempts. Login temporarily disabled.
The login page displays a countdown and prevents further attempts during this period. Wait until the countdown finishes before trying again. Repeated attempts will not make the countdown finish sooner.
Use Forgot password? if you are not certain that your password is correct.
Log in with a verification code
A verification code is a six-digit number generated by the authenticator app you connected to your account. It is also called an OTP or two-factor authentication code.
- Enter your email address and password on Ecenica Dashboard
- Open your authenticator app
- Find your Ecenica account
- Enter the current six-digit code
- Click Continue
Verification codes change every 60 seconds. If the current code is about to change, wait for the next one.
If your code is not accepted, check that:
- You selected the correct account in your authenticator app
- Your phone or computer sets its date and time automatically
- You entered the current code before it changed
- You entered all six digits without spaces
Log in with a recovery code
Use a recovery code if you cannot access your authenticator app. Recovery codes were provided when you enabled two-factor authentication.
- Enter your email address and password on Ecenica Dashboard
- Click Use Recovery Code
- Enter one of your saved recovery codes
- Click Continue
Each recovery code works once. A code will also stop working if you have generated a newer set of recovery codes.
After logging in, open Account Settings > Security and set up two-factor authentication on your current device.
If you have lost your authenticator and do not have an unused recovery code, contact Ecenica support. We will verify your identity before restoring access.
Fix a 419 Page Expired message
A saved or expired browser session can cause a 419 Page Expired message.
- Close the Ecenica Dashboard login page
- Open a private or incognito browser window
- Go directly to Ecenica Dashboard
- Try logging in again
If this works, clear the cookies and cached site data for Ecenica Dashboard in your usual browser. See Fix a 419 Page Expired error when logging in for more help.
When to contact support
- You cannot access the email address linked to your account
- You have lost both your authenticator and recovery codes
- Login remains unavailable after the displayed countdown finishes
- Ecenica Dashboard reports an account or security restriction
For security, we will need to confirm that you own the account before restoring access or changing account details.
