Troubleshooting: sign-in, sync and browser issues

The short list of things that actually go wrong, and the fix for each. If yours is not here, the contact form at the bottom reaches a real person.

I can't sign in

There are three doors, and any of them gets you into the same account page: the Google button, your email and password, and an emailed sign-in link.

• Forgot the password? Use "Forgot password?" on the sign-in page and follow the email.
• Rather skip the password? Pick "Email me a sign-in link instead" and click the link we send. If it does not arrive inside a couple of minutes, check the spam folder.
• Typing the password in the dark? The Show button on the password field lets you see what you typed.

"You were signed out because you signed in elsewhere"

That message means exactly what it says, and it is by design: each tool keeps one signed-in browser at a time, which keeps a shared password from quietly becoming a shared account. Your work saved as you went. Sign in again on the machine you want, and it becomes the active one.

A page says my trial has ended

There is no trial any more, and no clock that can run out. Both products are free in full while the open beta runs, so a page telling you a trial ended is out of date. Sign out and back in to pick up the current state. If it keeps saying it, that is a bug worth telling us about with the report button on the page, and a report that leads to a fix earns you a free month. Nothing of yours is deleted either way. What the beta covers is in What the open beta includes, and what happens when it ends.

The page looks stale, blank or broken

• Hard-refresh once: Cmd-Shift-R on a Mac, Ctrl-F5 on Windows. That clears a stale copy of the page.
• Use a current browser on a computer or tablet. The tools are built for desktop and tablet screens; phones are not supported yet.
• Private windows and strict blockers can break sign-in. Staying signed in needs the browser to keep site data; a private window or an aggressive content blocker may be throwing it away.

My work is not on my other computer

Check the account button in the top right corner on both machines: are they signed in to the same account? Projects sync through your account, so a machine that is signed out - or signed in to a different email - shows different work. More in syncing projects across devices.

Something else

Write to us through the contact form and include three things: the email on your account, what you clicked, and what happened instead of what you expected. That is usually enough for us to reproduce it on the first try.