Troubleshooting Login Issues

Common login problems

I cannot remember which email I used to sign up

Try these steps to identify your account email:

1. Check email addresses you commonly use for work accounts
2. Look for the welcome email with subject line "Welcome to Relab: Let's get started!"
3. Contact your account administrator - they can look up which email is associated with your account in My Team
4. Email support@relab.co.nz and we'll help you track down your account

I cannot access the email associated with my account

If you need to update your account email address because you no longer have access to it:

1. Contact your account administrator to request an email update
2. Alternatively, email support@relab.co.nz from a different email address
3. We'll verify your identity and help you update your email address so you can regain access

The password reset link is not working

Password reset links expire after 24 hours for security reasons. If your link isn't working:

1. Return to the Relab login page
2. Click Forgot Password? to request a new password reset link
3. Check your email and click the link in the most recent password reset message (ignore older emails)
4. Try copying and pasting the full URL into your browser instead of clicking the link
5. Check your spam or junk folder if you don't receive the reset email within a few minutes

If the new link still doesn't work after following these steps, email support@relab.co.nz with details about the error you're seeing.

I keep getting logged out unexpectedly

You'll be automatically logged out after a period of inactivity for security purposes. You may also be logged out if:

• Your password was recently reset
• You've logged in on more than 3 devices (see device limits below)
• Your session has expired

To continue working, simply log back in with your email and password. If you're having trouble logging back in, use the Forgot Password? link or contact support@relab.co.nz.

I'm seeing an error message when trying to log in

Follow these troubleshooting steps:

Step 1: Check your credentials

• Verify you're entering your email address correctly (no extra spaces)
• Check that Caps Lock is off when entering your password
• Make sure you're using the correct password (not an old one)

Step 2: Clear your browser

• Clear your browser cache and cookies
• Try logging in using a private/incognito browser window
• Try a different web browser (we recommend Chrome)

Step 3: Contact support If you're still seeing error messages after trying these steps, email support@relab.co.nz with:

• A screenshot of the error message
• The browser you're using (Chrome, Safari, Firefox, etc.)
• The device you're trying to log in from (computer, phone, tablet)

Account security issues

Someone else may be using my account

If you suspect unauthorised access to your Relab account:

1. Change your password immediately - Go to My Relab > My Account > Change Password
2. Contact support - Email support@relab.co.nz to report the suspected unauthorised access
3. Never share login credentials - Each team member should have their own individual login. If colleagues need access, ask your account administrator to create separate accounts through Adding and Removing Team Members

Device and access limits

How many devices can I use?

Each Relab account can be logged into a maximum of 3 devices simultaneously. This includes:

• Desktop computers
• Mobile phones
• Tablets

If you exceed the device limit: You'll be automatically logged out of the oldest device when you log in on a fourth device. To use a new device, log out of one of your existing devices first.

Can I share my login with team members?

No, each individual must have their own separate Relab login with unique credentials. 

If teammates need access to Relab, your account administrator can set them up with their own logins. See Adding and Removing Team Members for the process.

FAQs

Can I use the same login across multiple Relab accounts?

No, each Relab account requires separate login credentials. If you work with multiple organizations that use Relab, you'll need a different login for each organization's account.

What if I'm completely locked out and cannot reset my password?

Contact your account administrator immediately. They can verify your identity and request account access on your behalf. Alternatively, email support@relab.co.nz with:

• Your full name
• Email address
• Company/organisation name

We'll verify your identity and help you regain access.

Why does Relab keep asking me to log in?

If you're being asked to log in frequently, check these common causes:

• Your browser is set to clear cookies automatically
• You're using a private/incognito browsing window
• Your session has expired due to inactivity
• You're switching between multiple devices

Try logging in on a regular browser window with cookies enabled for the best experience.

I need to change my password but I'm already logged out

Use the Forgot Password? link on the login page to reset your password via email. See our Password Management article for detailed steps.

For more information on managing your password, see our Password Management article.

Still having trouble? Contact your account administrator or email support@relab.co.nz