Sign-in and password reset issues

Most sign-in issues are one of four things. Walk this list in order.

1. Password reset email not arriving

• Check spam, promotions and clutter folders.
• Corporate mail filters sometimes hold new senders — ask IT to allow-list @realitytwin.io.
• Reset requests older than 60 minutes expire — request a new one at /forgot-password.
• Confirm you're using the same email as your workspace.

2. Google sign-in redirects in a loop

Almost always a third-party cookie block. Fix:

• Enable third-party cookies for realitytwin.io in your browser.
• Or try a different browser to confirm the diagnosis.
• Corporate networks: ask IT to allow oauth flows to realitytwin.io.

3. "Unsupported provider" error

This usually means your workspace requires SSO and you tried password sign-in. Contact your workspace admin, or email hello@realitytwin.io — we'll route you to the correct auth flow.

4. MFA / TOTP code rejected

• Check that your device's time is set to automatic — TOTP is time-based.
• Try the code as soon as it appears; codes rotate every 30 seconds.
• If your authenticator is lost, contact a workspace admin to reset MFA.

Recover a lost workspace

If you've lost all Admin access, email hello@realitytwin.io from a domain that matches the workspace. We verify ownership via DNS TXT record and reinstate access — typically same business day.

Frequently asked questions

Can I use a passkey?

Yes — passkeys are supported wherever password sign-in is.

How do I change my email?

Settings → Account → Change email. Confirm from both the old and new inbox.

How long do sessions last?

30 days rolling. Sensitive actions re-authenticate.