Troubleshooting: sign-in, sync and browser issues

The short list of things that actually go wrong, and the fix for each. If yours is not here, the contact form at the bottom reaches a real person.

I can't sign in

There are three doors, and any of them gets you into the same account page: the Google button, your email and password, and an emailed sign-in link.

• Forgot the password? Use "Forgot password?" on the sign-in page and follow the email.
• Rather skip the password? Pick "Email me a sign-in link instead" and click the link we send. If it does not arrive inside a couple of minutes, check the spam folder.
• Typing the password in the dark? The Show button on the password field lets you see what you typed.

"You were signed out because you signed in elsewhere"

That message means exactly what it says, and it is by design: each tool keeps one signed-in browser at a time, which keeps a shared password from quietly becoming a shared account. Your work saved as you went. Sign in again on the machine you want, and it becomes the active one.

The trial says it has ended

The trial runs 7 calendar days from when the account was created, so it can end mid-week even if you only used it twice. Nothing was deleted: your wall is still there in read-only mode, and continuing on a paid option from account settings brings editing right back. Details in How your 7-day free trial works.

The page looks stale, blank or broken

• Hard-refresh once: Cmd-Shift-R on a Mac, Ctrl-F5 on Windows. That clears a stale copy of the page.
• Use a current browser on a computer or tablet. The tools are built for desktop and tablet screens; phones are not supported yet.
• Private windows and strict blockers can break sign-in. Staying signed in needs the browser to keep site data; a private window or an aggressive content blocker may be throwing it away.

My work is not on my other computer

Check the account button in the top right corner on both machines: are they signed in to the same account? Projects sync through your account, so a machine that is signed out - or signed in to a different email - shows different work. More in syncing projects across devices.

Something else

Write to us through the contact form and include three things: the email on your account, what you clicked, and what happened instead of what you expected. That is usually enough for us to reproduce it on the first try.