# I can't log in Login problems usually fall into a few categories. Try these in order. ## 1. Make sure you're on the right site * **Debtors:** `portal.moderncollections.io` * **Creditors:** `app.moderncollections.io` If the URL doesn't match, do **not** enter anything — it may be a phishing site. [Contact support](/troubleshooting/contact-support.md). ## 2. Confirm which login flow applies to you * **Debtors** log in by clicking the magic link in our email, then entering a 6-digit one-time code we email you. There is no password. * **Creditors** log in through Clerk (email + password, or whatever sign-in method your organization has configured in Clerk — Google, Microsoft, SAML SSO, etc.). If you're a debtor expecting a password field, you're on the wrong page — open the magic link from your most recent email instead. If you're a creditor and the dashboard isn't loading the Clerk sign-in screen, see step 5. ## 3. Use the right email For debtors: the address on the original notice we sent you is the address we'll send the OTP to. If you type a different address on a sign-in field, the system won't recognize you. For creditors: use the email address you (or your admin) used when the Clerk account was set up. Forgot which one? Check the welcome email Clerk sent on day one, or ask your admin. ## 4. Check spam (debtors) The OTP comes from `noreply@moderncollections.io`. Search your inbox and spam folder. Add `moderncollections.io` to your safe-senders list. If the code never arrives, see [I didn't get my one-time code](/troubleshooting/didnt-receive-otp.md). ## 5. Try a different browser Some browser extensions block parts of the login flow (Clerk for creditors, the magic-link redirect for debtors). Try: * A different browser (Chrome, Safari, Firefox, Edge). * Incognito / Private mode. * Temporarily disabling ad-blockers and privacy extensions. ## 6. Check the device clock Authentication tokens are time-bound. If your device clock is significantly off, login will fail with a vague error. Make sure the OS is set to "set time automatically". ## 7. Rate-limited or attempt cap If you keep entering a wrong OTP, after **5 failed attempts** the code is locked out and you'll need to request a new one. You can request up to **5 fresh codes per hour** per session. If you hit the per-hour cap, the response includes a `Retry-After` header — wait the period given, then try again. For Clerk (creditors): account lockouts and password lockouts follow Clerk's policies, not ours. See Clerk's account-recovery prompts on the sign-in screen. ## 8. Email address changed If your email changed since the original sign-up: * **Debtors:** [contact support](/troubleshooting/contact-support.md) and we'll update the address on file. Once updated, request a fresh magic link. * **Creditors:** update your email through Clerk's user-account UI once you're signed in. If you can't sign in at all, contact your Clerk admin (or [contact us](/troubleshooting/contact-support.md) if you are the admin). ## When to contact support After all of the above, if you still can't log in, [contact support](/troubleshooting/contact-support.md). Tell us: * Whether you're a debtor or a creditor. * The email you're trying to use. * The exact error message you see. * What you've already tried. We can resolve most login problems within an hour during business hours. ## TODO * Screenshot: portal sign-in screen with OTP field. * Screenshot: Clerk sign-in screen on the dashboard. *** Last reviewed: 2026-05-24 by Support Lead. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.moderncollections.io/troubleshooting/cant-log-in.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.