If you are unable to log in to Chatwork, the solution depends on the situation. If you are unable to log in even if the app is on the latest version, please check the relevant section from the table of contents below.
*If you are unable to log in using a PC browser or the desktop version of the application, please see "Unable to login to Chatwork（PC）".
Table of contents
- Forgot login email address or password
- Cannot Log in Using Two-factor Authentication (App authentication / SMS authentication)
- An error message is displayed upon login
- I don't know how to log in with single sign-on
- Entered email address and clicked the “continue” button, but nothing happened
- Cannot log in due to email address change
- Cannot log in even with the correct account ID and password, or suddenly unable to log in
- Cannot log in with authentication code (email authentication)
- If the above methods don’t work please contact us via form below
Forgot login email address or password
Please refer to the following help pages.
- Email address: Forgot login email address
- Password: Forgot login password
Cannot Log in Using Two-factor Authentication (App authentication / SMS authentication)
- App authentication
If the following screen is displayed after entering your email address and password on the login screen of the mobile app, app authentication is required. The 6-digit code to be entered can be obtained from an authentication app such as "Authenticator (Google Authentication System)".
- SMS Authentication
If the following screen is displayed after entering your email address and password on the login screen of the mobile app, SMS authentication is required. The 6-digit code to enter will be sent to the registered mobile phone number via SMS.
If you cannot log in, please check the following:
Cannot Log in Using Two-factor Authentication
An error message is displayed upon login
| Error message | Solution |
| Wrong email or password | The email address or password entered on the login screen is incorrect. If you do not know your email address, please check Forgot login email address. If you do not know your password, please reset your password from the link below: Set a new password |
| Invalid authentication code | An email containing an authentication code is being sent to your login email address. Please check your email and enter the authentication code. If the authentication code has expired, please click "Resend authentication code" on the "Enter authentication code" screen to obtain a new authentication code. |
| This account is locked after multiple failed login tries. Check your login email address for an email about removing the lock. If you do not receive it, see "Removing Account Lock" on the Help Page. | Please check Removing account locks |
| Email is not valid. |
The email address may not be spelled correctly. Please make sure that no part of the address is missing or that it is recognized as an email address. If the error persists, it may be a special format of email address that cannot be used in Chatwork. Example of an email address that cannot be used: In this case, please contact us using the "Contact Us" form. |
| The selected email address is not registered. Please make sure your email address is correct. If you do not have a Chatwork account, please sign up first. | The entered email address is not registered with a Chatwork account. Please enter the correct login email address. *If you have forgotten your email address, please check Forgot login email address. *If you do not have a Chatwork account, please create a new account. |
| Please Try Again. 申し訳ございません。 リクエスト制限を超過しました。 しばらく時間をおいてから、再度お試しください。 |
Your access have been temporarily restricted due to detecting many requests in a short period of time. Please wait a while and try again. |
| 無効なサーバーレスポンスです/Access denied | Please refer to the page below. Getting Access Denied / Invalid Server Response message |
| We are temporarily restricting access to your account as a suspicious login attempt has been detected. | Please try logging in again later. If you are frequently restricted from logging in, please refer to the page below. Getting Access Denied / Invalid Server Response message |
| Use of this service is temporarily suspended due to a contractual issue. Please log in with your PC browser for more details. | Your account has been suspended because payment has failed multiple times. Payment cannot be processed within the mobile app, so please log in to Chatwork from your PC browser, and check the payment information. |
If the error message is different from the above, the app may not be up to date. Please update to the latest version (Android version 7.28.0 or higher, iOS version 6.22.0 or higher) and try again.
I don't know how to log in with single sign-on
If the administrator has already set up single sign-on with SAML authentication, simply enter your email address on the login screen on the app, then IdP screen will be displayed automatically, enabling you to log in with single sign-on. For customers who have set up a dedicated login URL, there is no need to enter the URL.
Entered email address and clicked the “continue” button, but nothing happened
If your network is restricted, reCAPTCHA will not be displayed and you will not be able to login.
Please have your network administrator check the settings and add the following to the permitted domains:
- www.google.com
- www.gstatic.com
- fonts.gstatic.com
- www.recaptcha.net
Cannot log in due to email address change
To reset your password or to verify an authentication code while unable to log in, you need to access your email inbox registered with your account and check the email that has been sent.
If you are unable to receive the password reset email due to email address change
For business plan and enterprise plan contracts, please ask your administrator to change your email address.
For free plans, please check if you have any devices that are still logged in, such as mobile or PC. If there are devices that maintain a login status, please access the account settings from the device and change the email address. For instructions on how to change the email address, please refer to the following page:
Set/Change your email address
If there are no devices that maintain a login status and you do not know your password, you cannot log in to Chatwork. Please consider to create a new account. After registering again, you can view past logs by rejoining group chats you have participated in before. Please request to be re-added to the group chat as a member. ※Free plans can only view up to 3 months of past logs, and cannot view files or links that have been deleted.
*The free plan has restrictions on the past logs that can be viewed.
*You cannot rejoin group chats where all members of a group chat have unsubscribed.
*You will need to reapply for contacts.
*Direct chat logs remain only on the other party's side and cannot be rejoined.
*My chat logs cannot be transferred.
Cannot log in even with the correct account ID and password, or suddenly unable to log in
If you have a corporate contract, it may have been canceled by the administrator, so please check with your organization's administrator.
Cannot log in with authentication code (email authentication)
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When you don't know the authentication code
Please check the following:
When logging in, an authentication code will be asked for
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If you are prompted for an authentication code but cannot log in because the authentication code email does not arrive
Please check the following:
I am not receiving the email with the authentication code (email verification)
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If you cannot log in even after entering the correct authentication code
Please confirm that you are entering it on the "Enter authentication code" screen.
Also, the "authentication code" is valid for 5 minutes. If you cannot log in within the time limit, the authentication code becomes invalid and you will need to start over from the login screen.
If the above methods don’t work please contact us via form below
https://support-en.chatwork.com/hc/en-us/requests/new?ticket_form_id=48407113155481