Sign-in problems
Fix an expired magic link, a work email Cephable does not recognize, or docs that still show locked sections after you sign in.
One Cephable account signs you in to the desktop app, the mobile apps, the Cephable Portal, and these docs. Ways to sign in covers each option.
Trouble signing in
The magic link says it has expired.
Magic links expire and work only once, so an old link — or one you already clicked — will not sign you in.
- 1
Request a new link
Go back to the Cephable sign-in page, enter your email address again, and ask for a new link.
- 2
Open the newest email
If you have several Cephable emails, use the most recent one. Earlier links stop working.
- 3
Open it in the same browser
Click the link on the same device and in the same browser you requested it from. If your email app opens links in a different browser, copy the link and paste it into the original one.
My work email is not recognized.
Work sign-in is matched on the part of your email address after the @.
- Check you typed your work address, not a personal one.
- If it is your work address, your organization may not have set that domain up with Cephable yet — common when a company uses more than one email domain. Ask whoever manages Cephable at your organization; adding a domain is something they arrange with Cephable.
I signed in, but the docs still show locked sections.
Your plan may be on a different Cephable account than the one you signed in with — easy to do if you have both a personal and a work account.
- 1
Check which plan the site sees
Open Your docs access. It shows the account you are signed in with and the plan the site sees for it.
- 2
Sign out everywhere
If it is the wrong account, sign out of these docs and out of the Cephable app.
- 3
Sign back in with the right account
Sign in to the docs again using the email address your plan belongs to.
Still stuck?
Before you contact support lists what to have ready so we can help on the first reply.
Related
Plans and licenses
What the free plan includes, what a paid plan adds, and how to tell which one you are on.
Permissions and access
Cephable hears you but nothing happens — the operating system permissions behind that, how to grant them, and what macOS 27 renamed.
Start here
A short diagnostic path that resolves most Cephable problems, and where to go when it does not.