K
KDEV
Need help?
Back to Docs

Account Troubleshooting

Account Troubleshooting Guide

Having trouble with your Ketivee account? This comprehensive troubleshooting guide covers the most common issues and provides step-by-step solutions to get you back up and running quickly.

Before You Start

  • • Check your internet connection
  • • Clear browser cache and cookies
  • • Try a different browser
  • • Disable browser extensions temporarily
  • • Check if the service is operational

Login Issues

Can't Log In

Step-by-Step Solution:

  1. 1. Verify your email address is correct
  2. 2. Check if Caps Lock is enabled
  3. 3. Try typing your password in a text editor first
  4. 4. Use the "Forgot Password" feature
  5. 5. Check if your account is locked
  6. 6. Contact support if issues persist

Account Locked

Common Causes:

  • • Too many failed login attempts
  • • Suspicious activity detected
  • • Password expired
  • • Account security review required

Resolution:

  • • Wait 15-30 minutes before trying again
  • • Use password reset if available
  • • Contact support for manual unlock

Session Expired

What to do:

  • • Simply log in again with your credentials
  • • Your data and settings are preserved
  • • No action needed for security
  • • Sessions expire after 24 hours of inactivity

Password Problems

Forgot Password

Reset Process:

  1. 1. Click "Forgot Password" on login page
  2. 2. Enter your email address
  3. 3. Check your email for reset link
  4. 4. Click the link (valid for 1 hour)
  5. 5. Create a new strong password
  6. 6. Log in with new password

Password Reset Not Working

Troubleshooting:

  • • Check spam/junk folder
  • • Verify email address is correct
  • • Wait 5-10 minutes for email
  • • Try requesting reset again
  • • Contact support if no email received

Password Requirements

Must Include:

  • • At least 8 characters
  • • One uppercase letter
  • • One lowercase letter
  • • One number
  • • One special character
  • • Cannot be a common password

Two-Factor Authentication Issues

Wrong 2FA Code

Common Causes:

  • • Device time is incorrect
  • • Code expired (30-second window)
  • • Wrong authenticator app
  • • App not synced properly

Solutions:

  • • Sync your device time with internet
  • • Wait for a new code (30 seconds)
  • • Use backup codes if available
  • • Re-scan QR code if needed

Lost 2FA Device

Recovery Options:

  • • Use backup codes (if saved)
  • • Contact support for manual recovery
  • • Provide identity verification
  • • May take 24-48 hours

Setting Up 2FA

Step-by-Step:

  1. 1. Go to Security settings
  2. 2. Click "Enable Two-Factor Authentication"
  3. 3. Download an authenticator app
  4. 4. Scan the QR code
  5. 5. Enter the 6-digit code
  6. 6. Save backup codes securely

Device Management Issues

Can't Log Out Device

Solutions:

  • • Try logging out from all devices
  • • Change your password (logs out all devices)
  • • Wait a few minutes and try again
  • • Contact support if persistent

Suspicious Device Activity

What to do:

  • • Immediately change your password
  • • Log out from all devices
  • • Review recent login activity
  • • Enable 2FA if not already enabled
  • • Contact support if you didn't make the login

Device Not Showing

Possible Reasons:

  • • Device logged out automatically
  • • Session expired
  • • Device was cleared from list
  • • Using incognito/private browsing

Account Recovery

Completely Locked Out

Recovery Process:

  1. 1. Contact support immediately
  2. 2. Provide proof of identity
  3. 3. Answer security questions
  4. 4. Provide account details
  5. 5. Wait for manual review
  6. 6. Follow recovery instructions

Identity Verification

Required Information:

  • • Email address associated with account
  • • Full name on account
  • • Recent login locations
  • • Account creation date (if known)
  • • Government-issued ID (if requested)

Prevention Tips

Keep Your Account Safe:

  • • Enable two-factor authentication
  • • Use a strong, unique password
  • • Keep recovery email updated
  • • Save backup codes securely
  • • Monitor account activity regularly

Getting Help

Support Channels

Response Times

  • • Live Chat: Immediate
  • • Email: 2-4 hours
  • • Phone: 5-10 minutes
  • • Emergency: 1-2 hours
  • • Account Recovery: 24-48 hours

Before Contacting Support

  • • Try the troubleshooting steps above
  • • Have your account information ready
  • • Note any error messages
  • • Describe what you were doing when the issue occurred
  • • Include browser and device information