When a sign-in code does not arrive or is refused
What to do when the six-digit CaseClock sign-in code is late, missing, expired or refused, including firm mail filtering and mistyped addresses.
CaseClock signs you in with a six-digit code emailed to your work address. There is no password. When the code does not arrive or is refused, one of the causes below is almost always the reason.
What you see
- Nothing arrives after Send sign-in code (web), Sign In (phone) or Send Login Code (desktop).
- Incorrect or expired code. Please try again.
- That code is no longer usable. Request a new one to continue.
Check these, in order
Check the address you typed. A mistyped domain sends the code nowhere. Go back and read the address once more.
Wait two minutes and check your junk or spam folder. Some firms' mail filters hold new senders for a few minutes.
Request a new code. Each code is valid for 15 minutes and for a few attempts. On the web the Request a new code link appears after a short countdown.
Ask your IT team to allow mail from caseclock.ai if codes are always late. Firm mail filtering is the most common cause of a late code.
Still refused
- You typed an old code. Use the newest email; earlier codes stop working when a new one is sent.
- You asked for many codes in a row. An address can request only a few codes an hour; wait an hour and try once.
- You do not have a CaseClock account at this address. CaseClock does not say whether an address has an account; instead you receive a separate email with next steps. Create an account at app.caseclock.ai, or ask your firm's administrator to add you.
Other sign-in questions
- Signing in at home or over remote desktop. Sign in on each computer once; you stay signed in for about a month of inactivity. The desktop app is installed per computer.
- A new phone. Sign in with your email and a new code. Your other devices stay signed in.
- An email asking for a CaseClock password. It is not from CaseClock. Forward it to support@caseclock.ai.
Still stuck
Email support@caseclock.ai with the address you used and the time you requested the code. See Getting help.
Common problems
Start here when something is not working. Pick the problem that matches what you see, or ask support with the details that let them help quickly.
Missing client or matter
Why a client or matter you expect is not offered on an entry, from the five-minute Clio sync and closed matters to file imports and duplicates.