Can't Log In or Access Your Account

Having trouble accessing your FeatureShark account? This guide will help you resolve common login issues and get back to managing your feature requests.

Common Login Problems

Forgot Your Password

1. Go to the FeatureShark login page
2. Click on "Forgot Password?"
3. Enter your email address
4. Check your email for a password reset link
5. Follow the instructions in the email to create a new password

Note: Password reset emails may take up to 10 minutes to arrive. Check your spam folder if you don't see it in your inbox.

Account Locked or Suspended

If you see a message that your account is locked:

• Too many failed login attempts: Wait 15 minutes before trying again
• Suspicious activity detected: Contact our support team for assistance
• Payment issues: Check if your subscription is active and payment is up to date

Browser or Cache Issues

Sometimes login problems are caused by browser issues:

1. Clear your browser cache and cookies

   • Chrome: Settings > Privacy and security > Clear browsing data
   • Firefox: Settings > Privacy & Security > Clear Data
   • Safari: Develop > Empty Caches (or use Cmd+Option+E)

2. Try incognito/private browsing mode

3. Disable browser extensions temporarily

4. Try a different browser to isolate the issue

Email Not Recognized

If you get an "email not found" error:

• Check for typos in your email address
• Try the email address you used when signing up
• If you have multiple email addresses, try each one
• Contact support if you're still having trouble

Two-Factor Authentication (2FA) Issues

Lost Access to Your 2FA Device

1. Use your backup recovery codes (saved during 2FA setup)
2. If you don't have backup codes, contact support with:
   • Your account email
   • Proof of identity
   • Recent account activity details

2FA Code Not Working

• Ensure your device's time is synchronized
• Try generating a new code
• Check if you're using the correct authenticator app
• Verify the code hasn't expired (codes change every 30 seconds)

SSO (Single Sign-On) Problems

Google/Microsoft SSO Issues

1. Make sure you're logged into the correct Google/Microsoft account
2. Check if your organization has specific SSO requirements
3. Try logging out of all Google/Microsoft accounts and logging back in
4. Clear cookies for both FeatureShark and your SSO provider

Mobile App Login Issues

Can't Log In on Mobile

1. Update the FeatureShark mobile app to the latest version
2. Check your internet connection
3. Try switching between WiFi and mobile data
4. Force close and restart the app
5. If the problem persists, uninstall and reinstall the app

Still Can't Access Your Account?

If none of these solutions work:

1. Check our status page for any ongoing service issues
2. Contact our support team with:
   • Your email address
   • Description of the problem
   • Screenshots of any error messages
   • Steps you've already tried

How to Contact Support

• Email: support@featureshark.com
• Live Chat: Available in the app during business hours
• Help Center: Browse more troubleshooting articles

Preventing Future Login Issues

• Keep your email updated in account settings
• Save backup recovery codes if using 2FA
• Use a password manager to avoid password issues
• Keep your browser updated for best compatibility

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Was this helpful? If you're still experiencing issues, don't hesitate to reach out to our support team. We're here to help!