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Account and security errors

Messages on your profile, email and password, two-step sign-in, passkeys, signed-in devices and new workspace pages, with what each one means and how to fix it.

Last updated 5 min read

On this page

These messages appear under Your account: your profile, sign-in email and password, two-step sign-in, passkeys and signed-in devices, plus the New workspace dialog.

Before you start

  • Who this is for: everyone, for their own account.
  • What you need: the exact message you saw.

Step by step

  1. Note where you saw the message, for example under Your account or in the New workspace dialog.
  2. Find it in the list below; messages are grouped by task and quoted word for word.
  3. Follow the fix, or open the linked guide for the full steps.

What happens next

Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.

Tips

  • Changes to your email, password, passkeys or two-step sign-in are written to every workspace’s audit log.
  • If a change asks for a recent sign-in, sign out and in again, then do it within 15 minutes.

Troubleshooting

Profile and start page

"Enter your name"

The display name is empty. See Edit your profile, name and photo.

"Choose a picture first"

You pressed upload without choosing a file. Choose a photo first. See Edit your profile, name and photo.

"Choose a picture (JPG, PNG or WebP)"

The file is not an image Hushdesk can read. Pick a JPG, PNG or WebP. See Edit your profile, name and photo.

"We couldn’t read that picture. Try a JPG or PNG."

The browser could not process the file, often an unusual format. Save it as JPG or PNG and try again. See Edit your profile, name and photo.

"That picture is over 300 KB. Try a smaller one."

Even after cropping, the picture is too large. Crop it closer or save it as a JPG. See Edit your profile, name and photo.

"That file is empty"

The file has no content, often because it did not finish downloading. Choose another copy. See Edit your profile, name and photo.

"Pick one of the avatars shown"

The avatar choice was not recognised. Refresh and pick again. See Edit your profile, name and photo.

"Pick a start page"

The choice did not reach the server, often because the page had been open for a long time. Refresh the page and pick again. See Choose the page you land on after sign-in.

"Pick Home or Inbox"

Only platform administrators can start on Super admin. Choose Home or Inbox. See Choose the page you land on after sign-in.

Email and password

"That’s already your email"

You typed your current address. See Change your sign-in email.

"Another account already uses that email"

Pick a different address. See Change your sign-in email.

"Your password isn’t right"

Check your password and try again. See Change your sign-in email.

"That code isn’t right"

Use the code from the newest email to the new address. See Change your sign-in email.

"That code has expired. Start again."

Codes last 15 minutes. Press Change email again. See Change your sign-in email.

"Too many wrong codes. Start again."

Start the change again. See Change your sign-in email.

"Your current password isn’t right"

Check the current password. If you forgot it, see Forgot your password.

"For your security, sign out and sign in again (in the last 15 minutes) to do this."

You have no password, so a recent sign-in is needed. See Change your sign-in email.

Two-step sign-in and recovery codes

"Confirm your email first (we sent you a code), then add this."

Confirm your email address, then try again. See Set up two-step sign-in.

"Two-step sign-in is already on"

It is already set up for your account. See Set up two-step sign-in.

"Set APP_ENCRYPTION_KEY on the server before turning on two-step sign-in"

The server cannot store secrets yet. Ask the server owner. See Set up two-step sign-in.

"Start again: the setup expired"

Press Turn on again and scan the new QR code. See Set up two-step sign-in.

"That code isn’t right. Use the code your app shows now."

Codes change every 30 seconds. Type the current one. If it keeps failing, check your phone's clock is set automatically. See Set up two-step sign-in.

"Turn on two-step sign-in first"

Recovery codes only exist when two-step sign-in is on. See Use and renew your recovery codes.

Passkeys

"This browser can’t use passkeys."

Use an up-to-date browser, or another device. See Add a passkey for quick, safe sign-in.

"This device already has a passkey here"

This device is already set up. Use Sign in with a passkey. See Add a passkey for quick, safe sign-in.

"This passkey is already added"

This passkey is already on your account. Nothing else to do. See Add a passkey for quick, safe sign-in.

"Your device couldn’t create a passkey"

The device declined. Check its screen lock is set up and try again. See Add a passkey for quick, safe sign-in.

"Give it a name"

The passkey name is empty. Type a name such as "Work laptop". See Add a passkey for quick, safe sign-in.

"Passkey not found"

The passkey was already removed, perhaps in another tab. Refresh the page. See Add a passkey for quick, safe sign-in.

"Set a password first: this is your only way to sign in besides email"

Set a password before removing your last passkey. See Add a passkey for quick, safe sign-in.

Signed-in devices

"Use “Sign out” to end this session"

You tried to end your current session from the list. Use Sign out for this device or the account menu. See See and sign out signed-in devices.

"That session already ended"

The session had already expired or been signed out. Refresh the page. See See and sign out signed-in devices.

Workspaces

"Name the store or team"

The name is empty. Type a name. See Create and switch workspaces.

"Keep the name under 80 characters"

Shorten the name. See Create and switch workspaces.

"Confirm your email first (Your account → Profile)"

Confirm your address with the 6-digit code, then try again. See Confirm your email address.

"You already own 10 workspaces. Contact support to add more."

You reached the limit for one account. Contact support. See Create and switch workspaces.

"You’re not a member of that workspace"

The workspace you tried to switch to no longer includes you. Ask its owner to invite you again. See Create and switch workspaces.

"Exit “view as” first"

Support is viewing your workspace read-only. Leave view-as mode before creating a workspace. See Create and switch workspaces.

Frequently asked questions

Why can I not add a passkey or two-step sign-in?

Both need a confirmed email address first, and a passkey also needs a sign-in in the last 15 minutes. Confirm your email with the 6-digit code you were sent, sign out and in again if asked, then add the passkey or turn on two-step sign-in straight away.

What size can my Hushdesk profile photo be?

Hushdesk crops and shrinks your photo in the browser to a small square, and the result must be under 300 KB as a JPG, PNG or WebP picture. Most phone photos work. If one is refused, crop it closer or save it as a JPG, then upload it again.

Why can I not remove my last passkey?

If you have no password, your last passkey is one of only two ways in, together with email links. Hushdesk asks you to set a password first, so you can never lock yourself out. Set one under Security and sign-in, then remove the passkey.

Why does Hushdesk say the setup expired for two-step sign-in?

The QR code from Turn on is only valid while you finish the setup. If you leave and come back, or another tab started a new setup, the first one stops working. Press Turn on again, scan the new QR code and type the code your app shows.

Why can I not sign out the device I am using?

The Signed-in devices list cannot end the session you are using, because that would sign you out mid-click. Use Sign out in the account menu for this device. Use the list, or Sign out of every other device, for all the others.

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