Solving sign-in problems

This article explains how signing in to KI Score works and what to do when it fails: after a wrong password, when your account is locked, when your email address hasn't been confirmed yet, or when your session has expired.

How signing in works

Signing in takes up to three steps:

1. On the sign-in page, enter your email address under Wie lautet Ihre E-Mail-Adresse? (What is your email address?).
2. Click Weiter (Continue).
3. On the Willkommen zurück (Welcome back) page, enter your password.
4. Click Anmelden (Sign in).
5. If you've turned on two-factor authentication, enter the 6-digit code from your authenticator app under Bestätigungscode (Confirmation code).
6. Click Anmelden again.

If the first step takes you to registration instead of the password prompt, there is no account for the address you entered yet. Check it for typos.

KI Score doesn't offer sign-in with Google, Microsoft, or other social logins, single sign-on (SSO), or passkeys. You always sign in with your email address and password.

Wrong password and account lockout

If your email address and password don't match, you'll see Anmeldung fehlgeschlagen (Sign-in failed) with the message “E-Mail oder Passwort ist falsch” (Email or password is incorrect).

After more than five failed attempts in a row, KI Score locks the account. If you then sign in with the correct password, you'll see the message “Account gesperrt” (Account locked). To unlock it:

1. Open the sign-in page and enter your email address.
2. In the password step, click Passwort vergessen? (Forgot password?).
3. Open the email with the reset link.
4. Set a new password.

Resetting your password unlocks the account. For the detailed steps, see Resetting your password.

Separately from the lockout, each email address is limited to ten sign-in attempts within 20 minutes. If you hit that limit, wait up to 20 minutes before trying again.

Note: If your confirmation code is rejected, make sure you entered the current code from your authenticator app. For more, see Setting up two-factor authentication.

Account not confirmed yet

After registering, you need to confirm your email address with a 6-digit code. If you haven't done that yet, signing in takes you straight from the email step to the Bestätigen Sie Ihre E-Mail-Adresse (Confirm your email address) page.

1. Open the email from KI Score that contains the confirmation code.
2. Enter the 6-digit code.
3. Click Bestätigen (Confirm).
4. Then sign in with your password if you're asked to.

A code is valid for 10 minutes. If it has expired or never arrived, request a new one with Erneut senden (Resend). The button becomes available after a short wait, shown next to it. Also check your spam folder.

Signing in again after 7 days

A sign-in lasts 7 days. It isn't extended, even if you use KI Score regularly during that time. Once it expires, simply sign in again as usual. This isn't an error and doesn't affect your data or settings.

Signing out

1. Open the profile menu.
2. Click Abmelden (Sign out).

This ends your session in that browser. Signing out after you finish is especially important on shared devices.

If these steps don't solve the problem, write to support@kiscore.ai.