Can’t sign in? Most login problems come down to the wrong email, a password issue, an unverified email, or a two-factor (2FA) code. Work through these steps in order.
Step-by-step
- Confirm you are using the exact email you signed up with.
- If the password may be wrong, use Forgot password? on the sign-in page and follow the reset email.
- Choose a new password with at least 8 characters, including an uppercase letter, a lowercase letter, and a number.
- If you use 2FA, enter the code currently showing in your authenticator app.
- Clear cookies for ezana.world or try another supported browser.
- Still stuck? Email contact@ezana.world from your account address.
Common causes
- Unverified email: you are sent to the Verify Email page. Enter the 6-digit code we emailed you. Select Resend code if needed; you can resend once every 60 seconds.
- Expired reset link: you will see that the link is invalid or has expired. Request a new one.
- Partner account: partners sign in through the partner sign-in page. A regular account sent there sees an Access Denied message.
- Account Locked: access to the account has been suspended. Contact support.
- Deleted account: once a scheduled deletion date has passed, the account can no longer sign in.
Troubleshooting
- Reset or verification email not arriving? Check spam and search your inbox for “Ezana.”
- 2FA code rejected? Codes change every few seconds. Enter the one currently showing and check that your phone’s clock is set automatically.
- Lost your 2FA device? Email contact@ezana.world from your account email so we can verify you.
- Loop after signing in? Clear cookies for ezana.world and try again.
Next in Account & Security: Enabling Two-Factor Authentication and Resetting Your Password.
Related articles
- Resetting Your Password
- Enabling Two-Factor Authentication
- Supported Browsers and Devices
- Deleting Your Account
FAQ
Q: I lost my 2FA device. What now?
A: Email contact@ezana.world from your account email so we can verify your identity and help restore access.
Q: Why does it say my email is unverified?
A: You have not entered the 6-digit verification code yet. Enter it on the Verify Email page, or resend it from there.
Q: I deleted my account by mistake. Can I get it back?
A: Only before the scheduled deletion date. Use the reactivation link in the email we sent when you deleted it.