Login troubleshooting

Seeing an error message when you attempt to login? Here's how to get into Basecamp and back to work!

Sorry, we don't recognize that email or username.

A screenshot of the login screen with a pop-up message that reads "Sorry, we don't recognize that email or username"

This means the email address you entered is not linked to a Basecamp account.

  • Check for typos. Double-check to make sure that every - or . or letter included in your email address is entered correctly.
  • Try another email address. If you have more than one, it's possible you use another email address for Basecamp and forgot! Once you login, you can always update your login to the email address you prefer to use going forward.
  • Accept your Invitation. If you don't remember setting up a login for Basecamp, you may still need to accept your invitation to join a Basecamp account. Reach out directly to someone already on the account and ask them to resend it!
  • First time using Basecamp? Sign up for a new account instead. To join someone else's account, ask them send you an invitation.

We didn’t recognize that password.

A screenshot of the login page with a pop-up message that reads "We didn't recognize that password"

  • Reset your password. Send yourself a password reset email. Be sure to check your Spam folder if you don't receive that email after a few minutes.
  • Another browser. If you keep receiving this error message after successfully resetting your password, it could be your browser. To test this, try a different browser. If your new password works there, clear the cache and cookies in your regular browser.
  • Two-factor authentication. If you are having trouble with two-factor authentication because you lost your phone or no longer have access to your authenticator app, use one of the recovery codes you saved during setup. 

A screenshot of the Two-Factor Authentication dialog box with an arrow pointing to a link to enter your recovery code

If you don't have a recovery code but you're logged into a different browser session, you can get your recovery codes and update or disable your two-factor authentication settings. 

  1. From the home page, click on Me.
  2. On the "Me" page, click to update your personal info.
  3. Next, click the Change your login info here link below your personal info.
  4. Click View recovery codes to obtain a single-use code or on Change 2FA settings... where you'll be able to configure another authenticator app or disable 2FA completely.

A screenshot showing the 'Change your two-factor settings" page with an arrow pointing to a link for disabling two-factor authentication

If you aren't logged in and can't change your 2FA settings, you may need to contact us. We'd have to prove your identity beyond any reasonable doubt. This may entail copies of government papers, like passports or driver's license, as well as utility bills, or other address verifications. It's a slow process that may take several days, and it'll be cumbersome. All this is by design. The point of 2FA is to protect your account in depth and against dedicated attacks. We will prioritize the security of your account over the ease of access recovery.