I cannot sign in

What it means

You sign in at my.zeyohost.com/login with your Zeyo account: the email address and password you chose when you ordered. Mailbox, FTP and database passwords do not work there. If two-factor authentication is on, the panel then asks for a 6-digit code from your authenticator app.

Check this first

• Enter your email address in Email or username, not your hosting account's username or a mailbox address on your domain.
• Check that Caps Lock is off, and type the password rather than pasting it.
• If you have more than one email address, try the one you received the "Your hosting is ready" email at.

Fix it

You were signed out without logging out

For your safety, the panel signs you out after 2 hours without activity, and the sign-in form says so. Sign in as usual and you are back where you were. To stay signed in on your own computer or phone, tick Keep me signed in for 30 days when you sign in: the panel then remembers that device for 30 days, even when you don't use it. Don't tick it on a shared or public computer.

• Log out ends "Keep me signed in" on every device, and so does changing your panel password.
• Administrators are never kept signed in: they are signed out after 8 hours without activity. While you are signed in, the panel never shows you the sign-in form: it takes you straight to your dashboard, and zeyohost.com shows Go to dashboard and your initials at the top right instead of Log in.

"The username or password is incorrect."

The email address or password does not match. The message is the same for both on purpose, so it does not say which one is wrong. Check both and try again.

If you still know your hosting account's username and its own password, you can sign in with those instead. The panel then opens your Zeyo account.

If you have forgotten your password, see the next section.

You forgot your password

Choosing a new password ends "Keep me signed in" on all your devices. No email after a few minutes? Check your spam folder, then ask again (one link a minute). If the page says reset by email is not available yet, write to [email protected] from the email address on your Zeyo account.

"Too many sign-in attempts. Please try again in … seconds."

Sign-in pauses after several wrong passwords. Wait the number of seconds shown, then try again with the right password. After repeated wrong passwords from anywhere, sign-in for that email or username pauses for up to 15 minutes. The pause lifts by itself.

"That authentication code is not valid."

If the panel says "Your sign-in expired. Please start again.", you took more than a few minutes on the code page. Click Start over and sign in again.

You lost the phone with your authenticator app

There are no backup codes. What you can do depends on whether you are still signed in somewhere:

• Still signed in on another device or browser: open the user menu → Sign-in & Security. Click Move to a new device to set it up on your new phone, or Turn off (you need your current panel password).
• Not signed in anywhere: write to [email protected] from the email address on your Zeyo account. An administrator can remove two-factor authentication from your account so you can sign in and set it up again.

"This account is suspended. Please contact support."

You signed in with the hosting account's username, and that hosting account is suspended. Sign in with your email address instead: your Zeyo account still works while a hosting account is suspended, so you can open Preferences → Billing and pay. See Failed payments and suspension.

"Signing in to this account is disabled. Please contact support."

Signing in with this hosting account's username has been turned off. Sign in with your email address, or write to [email protected].

You signed in, but have no hosting yet

Your Zeyo account works, but no hosting account is ready on it, so the panel opens My hosting. If you just ordered, wait for the "Your hosting is ready" email. If you opened your account before plans were available, order your hosting there with Add hosting once they are. See Create your account.

Team members

If someone invited you into their hosting account, sign in with your own email and password, not theirs. If the invitation link says it is not valid, it may have expired (links work for 7 days): ask them to use Send again in User Manager.