If you're having trouble logging into your MoveSpring account, please review these common issues you may be facing and follow the recommend solutions to resolve your issue.

Error 1: Invalid login credentials

Solutions for "Invalid login credentials"

If you're receiving an Invalid login credentials error like the one above when trying to log into MoveSpring, please review the scenarios below to help:

I can't remember the password I used. How can I regain access to my account?

Please follow the steps in this article to reset your password.

I can't remember the email address I used. How can I regain access to my account?

Did you sign up to MoveSpring through your employee web portal (SSO)? If yes, you did not use an email address to sign up for MoveSpring. To log back in, you'll actually need to log into your company's internal web portal in order to log back into your MoveSpring account. Please follow the steps in this guide to log back into your MoveSpring account via single sign-on/SSO.

If no, please follow these steps:

  1. Double-check the email address you're entering for any typos or extra spaces you may have accidentally entered. We recommend manually typing in your email address rather than using a pre-filled address to confirm you're entering your email address correctly.
  2. Try any other possible emails you might have used to create your account. For example, you may have used your personal email even though you thought you'd signed up with your work email address.
  3. If you're still unable to log in after following steps 1 and 2, please contact the MoveSpring support team for help. Please include your name, any email addresses you might have used for your MoveSpring account, and the name of the organization you signed up with so that we can assist you promptly with your request.

Error 2: We don’t recognize that email address

Solutions for "We don't recognize that email address"

If you’re seeing the error message We don’t recognize that email address when trying to send yourself a verification code to reset your password, the email address you’re entering is not an exact match to an existing email we have in our system. Please follow the steps below to regain access to your account:

  1. Double-check the email address you're entering for any typos or extra spaces you may have accidentally entered. We recommend manually typing in your email address rather than using a pre-filled address to confirm you're entering your email address correctly.
  2. Try any other possible emails you might have used to create your account. For example, you may have used your personal email even though you thought you'd signed up with your work email address.
  3. Confirm you signed up using an email address rather than through your organization's web portal. If this applies to you, please follow the steps in this guide to log back into your MoveSpring account via single sign-on/SSO.
  4. If you've followed steps 1-3 above and are still having issues, please contact the MoveSpring support team for help. Please include your name, any email addresses you might have used for your MoveSpring account, and the name of the organization you signed up with so that we can assist you promptly with your request.

Error 3: Verification code is incorrect

Solutions for "Verification code is incorrect"

If you're receiving a Verification code is incorrect error like the one above when trying to log into MoveSpring, please double-check to confirm you've correctly entered the most recent verification code you received, as all previous codes will no longer be valid. Please also note that verification codes expire after 24 hours, so you may need to resend yourself a new code if it’s been more than 24 hours.

Other Troubleshooting Solutions

I sent a verification code to reset my password but I'm not getting an email. What next?

If you’re not receiving a verification code in your email, please double-check your Junk or Spam folder to ensure the email didn’t end up there. The email should be sent from no-reply@movespring.com and titled “Your MoveSpring Verification Code.” Please also try resending a new code to your email address to see if your second attempt comes through.

If you've double-checked your inbox and Junk/Spam folder, tried resending a code, and are still having issues, please contact the MoveSpring support team for help. Please include your name, the email address associated with your MoveSpring account, and the name of the organization you signed up with so that we can assist you promptly with your request.

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