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    Access and sign-in problems

    Error messages at sign-in, when accepting an invite and in two-step verification, with the cause and fix for each one.

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    Messages Advisor shows at sign-in, when accepting an invite and in two-step verification. Find the exact message shown on screen. Messages are in Portuguese, followed by an English translation.

    "E-mail ou senha inválidos."

    (Invalid email or password.)

    Cause

    The email or password you entered does not match.

    How to fix

    1. Check the email you typed in Continuar com e-mail (Continue with email).
    2. Type the password again and select Entrar (Sign in).
    3. If you lost your password, contact a tenant admin or Guardnet.

    "Usuário inativo."

    (Inactive user.)

    Cause

    Your account is deactivated.

    How to fix

    Ask a tenant admin to reactivate your access.

    "Este domínio entra pelo SSO da sua empresa. Use "Continuar com SSO" na tela de login."

    (This domain signs in through your company SSO. Use "Continuar com SSO" on the sign-in screen.)

    Cause

    Your email domain requires company SSO. In this case, the main button on the sign-in screen is Continuar com SSO (Continue with SSO), and password or Google sign-in is not available.

    How to fix

    On the sign-in screen, select Continuar com SSO and sign in through your company login.

    "Código inválido. Confira o aplicativo autenticador e tente de novo."

    (Invalid code. Check your authenticator app and try again.)

    Cause

    The code entered in Código do aplicativo (App code) does not match the code generated by the authenticator app.

    How to fix

    1. Open the authenticator app and find the Advisor account.
    2. Enter the current code and select Verificar (Verify).
    3. (Optional) Without the app, select Não tem o aplicativo? Usar um código de recuperação (Do not have the app? Use a recovery code) and enter one of your recovery codes.

    "Tentativas esgotadas. Faça login novamente."

    (Attempts exhausted. Sign in again.)

    Cause

    The verification step accepts up to 5 wrong codes. After that, it ends.

    How to fix

    Go back to the sign-in screen and sign in again with email and password. Have your authenticator app or a recovery code available.

    "A verificação expirou. Faça login novamente."

    (Verification expired. Sign in again.)

    Cause

    The two-step verification step lasts 5 minutes. Time ran out before the code was confirmed.

    How to fix

    Sign in again and enter the code within 5 minutes.

    "Muitas requisições deste endereço. Tente novamente em instantes."

    (Too many requests from this address. Try again shortly.)

    Cause

    The attempt limit was reached from your network address:

    Action Limit
    Sign-in attempts 5 per minute per IP
    Code checks 10 per minute

    How to fix

    Wait a minute and try again. This limit does not lock your account.

    "Login cancelado. Nenhuma sessão foi criada."

    (Sign-in canceled. No session was created.)

    Cause

    Sign-in was canceled before it finished, for example on the external provider's screen. No session was opened.

    How to fix

    Start sign-in again from the home screen.

    "Essa conta não tem acesso ao Advisor. Peça um convite ao administrador do seu tenant."

    (This account does not have access to Advisor. Ask your tenant admin for an invite.)

    Cause

    The account you signed in with does not have access to any Advisor tenant.

    How to fix

    Ask your tenant admin for an invite. Refer to Accept an invite.

    "Sua organização exige verificação em duas etapas. Ative-a no seu perfil para continuar."

    (Your organization requires two-step verification. Turn it on in your profile to continue.)

    Cause

    A tenant you belong to requires two-step verification, and it is not on for your account. Until you turn it on, every screen redirects you to Meu Perfil (My Profile).

    How to fix

    Turn on two-step verification in My Profile and save your recovery codes.

    "Convite inválido, expirado ou já utilizado."

    (Invalid, expired or already used invite.) It shows on the Convite indisponível (Invite unavailable) page.

    Cause

    An invite is valid for 7 days and can be used only once. The link expired, was already used or is not valid.

    How to fix

    Ask your tenant admin for a new invite. Refer to Members and invites.

    "Você já tem conta"

    (You already have an account.)

    Cause

    The invite email already had an Advisor account.

    How to fix

    You do not need another account. Sign in with your existing account. Refer to Access Advisor.

    The session ended

    Cause

    Sessions have a fixed length:

    Sign-in method Session length
    Password or Google 7 days
    Company SSO 8 hours

    Changing your password also ends your other sessions.

    How to fix

    Sign in again.

    The "Continuar com Google" button does not show

    Cause

    Continuar com Google (Continue with Google) only shows when it is enabled and your email domain does not require company SSO.

    How to fix

    Use Continuar com e-mail or, if your domain uses SSO, Continuar com SSO.

    See also