Can't log in

If you can't sign in, run this in order. Most issues fall into 4 buckets.

Bucket 1: "Wrong password" but you swear it's right

1. Confirm caps lock is off (laptop fingers).
2. Confirm the email is correct — case matters in some browsers' autofill.
3. If you use 1Password / Bitwarden / etc., the manager might have a stale entry. Try typing the password manually.
4. Still wrong? Use Forgot password — see Bucket 2.

Bucket 2: Reset email isn't arriving

1. Check spam / junk / promotions.
2. Wait 60 seconds — sometimes Resend takes a beat.
3. Add noreply@ritsu.ai to your contacts and request again.
4. If your email is on a school / corporate domain, your IT may filter our emails. Ask them to whitelist ritsu.ai and resend.com (our delivery provider).
5. As a last resort, try a different email address you control. If we send to that one and it arrives, the original is being filtered.
6. If nothing arrives anywhere within 5 minutes: email support@ritsu.ai from the address you're trying to recover. We can manually send a reset link.

Bucket 3: OAuth (Google / Apple / Microsoft) isn't working

Symptoms: clicking "Sign in with Google" produces an error toast, redirects in a loop, or returns "consent denied".

1. Sign out of the OAuth provider entirely (Google, Apple, etc.) and try again — sometimes a stale provider session breaks the handshake.
2. Try a different browser. OAuth is sensitive to third-party cookie blockers.
3. If you have a Google Workspace / school Google account, your admin may have blocked Ritsu. Use a personal Google account, or get the admin to allowlist us.
4. "Email already in use" — you have a Ritsu account on the same email but signed up via a different method (e.g., password). Sign in with the original method instead, or use Forgot password on the password method.

Bucket 4: "Account locked" or repeated 2FA failures

We lock accounts after 10 failed sign-in attempts in 15 minutes (anti-brute-force). Lockout lasts 30 minutes and clears automatically.

If you've genuinely locked yourself out (not someone else trying):

• Wait 30 minutes
• Use Forgot password to reset — that bypasses the lockout
• Make sure your password manager has the right entry for next time

If you suspect someone else triggered the lockout (i.e., someone is trying to break in):

• Email support@ritsu.ai immediately
• We'll investigate the IPs and take action — also a good time to enable 2FA if you don't have it (Set up 2FA)

Bucket 5: Lost 2FA device + lost recovery codes

This is the worst case. Recovery requires manual verification:

1. Email support@ritsu.ai with: account email, last billing receipt or statement, account ID if you remember it, secondary email
2. We verify your identity over a few back-and-forth emails
3. If verified, we manually disable 2FA and email you a temporary sign-in link
4. After signing in, immediately reset 2FA and save the new recovery codes somewhere safe

This takes 24-48 hours typically. There's no fast-track because the alternative is anyone with your email being able to reset your 2FA.

Specific error messages

"Too many requests"

You've hit the rate limit on sign-in attempts. Wait 15 minutes.

"Email not verified"

You signed up but haven't clicked the verification link yet. Check your email; resend from the prompt.

"Account suspended"

We've manually suspended the account (TOS violation, billing dispute, etc.). Email support@ritsu.ai with the email address — we'll explain.

When to email support

After the above triage, if you're stuck: support@ritsu.ai. Include the email you're trying to use, the error you see, browser + OS, and which buckets above you've already tried. Saves a round-trip.