Use this guide to resolve the most common Cadmium Identity login problems. Each fix links to a full article if you need more detail.
Common Login Problems
| What you’re seeing | What to do |
|---|---|
| You’re not sure which email address to use | Typically you want to use the email address you were invited with. If you are still unsure, ask your site administrator or event organizer to look up the email address on file for you in the application’s user list. Read Entering Your Email Address. |
| Your email address isn’t being recognized | Read what’s actually in the email field before continuing. Password managers and autofill often fill in an older or personal email address without you noticing. Read Entering Your Email Address. |
| Account not found | You don’t have a Cadmium Identity account yet for that email address. Select Create an Account. Having an account in the application doesn’t mean you have a Cadmium Identity account. Read Creating an Account. |
| Your password isn’t accepted | Select the eye icon to double check what was filled in. Then select Forgot your password? to reset it, or Email Me a One-Time Code to log in without it. Read Logging In With a Password. |
| Password reset required | Passwords expire every 90 days. Create a new one to proceed. Read Creating a Password for requirements. |
| Account temporarily locked | Six failed attempts locks your account for up to 30 minutes. You don’t have to wait. Use Email Me a One-Time Code or Forgot your password? instead. Read Logging In With a Password. |
| An email hasn’t arrived | First, double check that the email address you entered is correct, and you can receive email to it. Next, check your spam folder and wait five minutes. Then select Need help? and Resend. Ask your IT team to allow messages from noreply@gocadmium.com. Read the Email Delivery Troubleshooting section below. |
| Your one-time code doesn’t work | Codes expire after 15 minutes. Select Need help? and Resend, then promptly enter the code from the most recent email you received. Read Logging In With a One-Time Email Code. |
| A verification link doesn’t work | Verification links expire after 24 hours and work only once. Start the login process over with your login URL. Enter your email address and select Continue to request a new email link. Use the link in the most recent email you received. Read Verifying Your Email Address. |
| A password reset link doesn’t work | Reset links expire after 24 hours and work only once. Select Forgot your password? again to request a new one and use the link in the most recent email you received. Read Resetting Your Password. |
| You’re all set! | This happens when you open an email link in a different browser than you started in, so Cadmium Identity doesn’t know where to send you. Close the window, go back to your original login URL or the mobile app. Enter your email address to log in. Read Getting Redirected to the Application. |
| Session expired | Your session timed out. Close any Cadmium Identity tabs, go back to your original login URL, and log in again. Read If Session Expired Message. |
| A message saying your account doesn’t have permission | Your login worked, but the email address you used isn’t on the application’s user list. Ask your administrator to confirm the email address on file, then select Log Out & Switch Account or Try Again. Read Access Restricted Message. |
Email Delivery Troubleshooting
Cadmium Identity sends three kinds of email: email verification, one-time login code, and password reset. If any of them hasn’t arrived, work through these steps.
- Check your spam or junk folder.
- Wait five minutes and check again. Delivery isn’t always instant depending on your internet speed and email provider.
- Select Need help?, then select Resend to send a new one.
- Confirm you entered the correct email address. A typo means the message went somewhere else.
- Ask your IT team to allow messages from noreply@gocadmium.com. Many organizations block unfamiliar senders before the message reaches your inbox.
After you resend the email, you’ll need to wait 60 seconds before you can send another.
If you requested more than one email, use the most recent one. Older messages won’t work, even if they look identical.
Browser and Network Checks
These causes are less common, but they’re worth checking if nothing else resolves your issues:
- Open a private or incognito browser window and try starting over with your login URL.
- If the private window works, clear your cookies in your original window and try again.
- Try a different browser.
- Turn off privacy or ad-blocking extensions. Some of them block the cookies the login process needs.
- Try a different network. Disconnect from your VPN, or switch to your phone’s hotspot.
Still need help?
If you’ve worked through all the steps in the articles and still can’t log in, contact your site administrator or event organizer; this is typically the person who invited you to log in. Sharing the following details up front will help them assist you quicker:
- The login URL you used
- The email address you entered, copied and pasted or captured in a screenshot
- Whether you used a password or a one-time login code
- The exact path you followed and screen where you’re stuck
- A screenshot of the error message
- Whether you’re new to this site or have logged in successfully before
- Whether you completed email verification, if your account is new
- A short screen recording, if you’re able to capture one
- On a computer, include your browser
- On a mobile app, include the app version, your device model, and your operating system version
Last modified Oct 13, 2026
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