If ENCODED is rejecting your password or the password reset email is not arriving, this article walks through the most common causes and the steps to get back in.
First, a quick triage: if you can sign in on one platform but not the other — for example the web app works but the ENCODED iOS app doesn't, or the other way round — it's almost always a typo in the email address. There is only one ENCODED account, and the same email and password work everywhere.
The most common cause: wrong account email
Many ENCODED members sign up with one email (often a personal email) and then later try to log in from a different one (often a work email). The app will reject the password on the "wrong" email even if the password itself is correct, and the password reset email will be sent to the address on the account, not to whatever email you typed into the form.
Before anything else, check which email your account is on:
Open the original ENCODED welcome email or your first billing receipt. The address it was sent to is the one on your account.
If you cannot find the welcome email, try the password reset flow with each email address you might have used.
Step-by-step: reset your password
Go to the ENCODED web sign-in page at app.encoded.ai and click Forgot password. Password resets are handled on the web, but the same email and password then work for both the web app and the ENCODED iOS app.
Enter the email address on your ENCODED account.
Check that inbox for the reset link. Give it a minute or two, and check the spam folder.
Click the link, set a new password, and sign in.
If the reset email still doesn't arrive
Confirm you used the same email that's on your account (see above).
Check your spam, promotions, and updates folders.
If you have email filters or rules, check whether they may have routed it elsewhere.
If none of that works, email [email protected] from the address on your account and we will trigger a reset manually.
A note on company versus personal email
If your account is on a personal email but your subscription is paid through a company card, that is not a problem. The two are independent. Your login and your billing information do not have to match.
Bottom line: most login problems trace back to which email is on the account. Confirm that first, run the password reset on that exact address at app.encoded.ai, and email support if you are still stuck.