Can't sign in

Trouble getting into the portal? Work through these common fixes — most sign-in issues clear up in a minute or two. (For the normal steps, see Joining a workspace.)

Double-check the basics

• Right address. Sign in at hub.neffico-point.com.
• Right email. Use the exact email address your invitation was sent to. A different email — even a personal one — won't find your account.
• Caps lock and spaces. Passwords are case-sensitive, and an extra space at the start or end is easy to miss.

"Forgot password" or it's not accepting your password

1. On the sign-in screen, choose Forgot password.
2. Enter your email address and check your inbox for a reset code.
3. Follow the prompts to set a new password, then sign in with it.

If the reset email doesn't arrive in a few minutes, check your spam folder and confirm you're using the same email your invitation went to.

The portal is asking for a verification code

That's two-factor authentication, and every workspace requires it. Open your authenticator app, read the six digits it's showing for Neffico Point, and type them into Enter your verification code.

• The code was rejected. Codes last about 30 seconds. Wait for a fresh one and type it in right away — and check your phone's clock is set to update automatically, since a phone running a few minutes off produces codes the portal won't accept.
• You've never set this up. You'd normally be asked to set it up rather than for a code. If you're stuck at the code prompt with nothing to read it from, see Set up your authenticator app.

You're being asked to set up two-factor authentication

Your workspace's grace period has ended, so the portal shows Two-factor authentication required and won't open the workspace until you finish. Select Set up now and follow Set up your authenticator app — it takes about five minutes and your work is waiting once you're done.

You lost the phone with your authenticator app

You can't reset this yourself, and neither can your workspace admin. Ask your admin to contact Neffico support. We confirm who you are away from the portal, then clear the old setup so you can register a new phone. Outside business hours this can take a while, so flag it as soon as it happens.

If your app backs up to the cloud — Apple's Passwords app, Microsoft Authenticator, or Google Authenticator — try signing in to that app on your new phone first. Your codes may already be there.

"Your invitation expired" or the link doesn't work

Invitations are good for a limited time. If yours has expired, ask an admin at your organization to send a fresh one — they can do this from Inviting members.

You're in, but something's missing

If you can sign in but can't see a case, a menu item, or a button you expected, it's usually a matter of roles — your access may not include that area. Ask your workspace admin to check your roles; see Roles and permissions.

Still stuck?

Try a different browser or a private/incognito window to rule out a saved-password problem. If none of this works, see Getting help.