Troubleshooting Login Issues for Directory Users

This guide is designed to help users of the Instant Church Directory app and member website resolve common login-related issues. Whether you’re trying to create a login, sign in, reset your password, or complete two-factor authentication, you’ll find solutions here.

In This Article

Getting Help from Your Directory Admin

Inactive Church Membership Issues

Create Login Issues

Sign-In Issues

Two-Factor Authentication Issues

Getting Help from Your Directory Admin

Your directory administrator is the best resource for troubleshooting login issues. They have tools to check the status of your login attempt and can provide instructions for resolving problems. If necessary, they can also open a support ticket with us on your behalf.

Inactive Church Membership Issues

If you see the message "Your church is inactive" when trying to sign in, it means your church or organization no longer has an active membership with Instant Church Directory. Please contact your church or organization for more information.

Create Login Issues

"Create Login Confirmation" Email Never Arrived

• Check your spam, junk, or Gmail promotions folder for an email from no-reply@instantchurchdirectory.com. 
• If the email isn’t in any of these folders, you can reset your password. Follow the instructions here: How to Reset Your Password. This process will confirm your email address.

Confirmation Email Link Expired

• Using an expired or outdated confirmation link will cause the confirmation step to fail.
• If you attempted to create a login multiple times, ensure you open the most recent confirmation email.
• To avoid confusion, delete all emails from Instant Church Directory and try creating a login again.

"Create Login Failed" Error Message: "The email address entered cannot be found."

If you see this error message, confirm with your directory administrator that the email address you are using is listed in the directory.

Sign-In Issues

Error Message: "Sign In Unsuccessful"

"Please check the spelling of your email and password and try again. If you have not set up a username and password, go back to Create Login."

This error could occur for one of the following reasons:

1. You did not type your email or password correctly.
2. Your email is misspelled in the directory. Check with your directory administrator to ensure it is listed correctly.
3. You have not yet created a login for this email address. If you’ve never signed in before or your email has changed, follow the steps to create a login.

Two-Factor Authentication Issues

My Token Expired

Tokens are valid for only 15 minutes. If you’ve tried to sign in multiple times, ensure you open the most recent token email from Instant Church Directory.

If the token has expired:

1. Delete all previous token emails from Instant Church Directory.
2. Attempt to sign in again to receive a new token.