Sign-in problems

Symptom: you can't get into your account, or you're signed out as soon as you get in.

The sign-in page, with Forgot Your Password? and Register for an Account below the Sign In button. Example from a GeoCivix demo portal. Names are hidden, and your local portal may look a little different.

Usually it's the password, or an email address different from the one you registered with.

Reset the password — it's faster than working out which. See Reset your password. If no reset email arrives at the address you're trying, that address probably isn't registered.

This is the one you can't self-serve. Email GeoCivix Support at support@geocivix.com — we'll verify your identity and then change the address.

Have ready: your name as registered, any project or permit numbers, and the property address.

One account is better than two. Creating a second when you can't get into the first splits your projects across two logins, and someone has to untangle it later. Reset the password or contact GeoCivix Support instead.

Retrying the same password won't help. Repeated attempts can lock the account, which turns a small problem into a bigger one.

Email GeoCivix Support at support@geocivix.com, or submit a request at support.geocivix.com. Sign-in and account problems come to GeoCivix, not the office. If you see a message that your account has been deactivated by an administrator, contact us too — this usually happens when one of our emails was marked as spam, and we can reactivate it.

Have these ready. They turn a long call into a short one:

• The email address you're trying to sign in with
• What happens when you try — and the exact message, if there is one
• Whether you've already tried a password reset
• Your project or permit number, if you have one
• The property address

If you're facing a deadline — a closing date, a scheduled pour, an expiring approval — say so at the start. We can often help with a deadline raised early, and rarely with one raised afterwards.