Locked out of your account or signing
Too many wrong passwords lock sign-in for 30 minutes, and repeated wrong passwords when signing pause signing for 30 minutes. Wait for the time shown, or reset your password. If you lost your authenticator phone, contact support.
Sign-in is locked
Each wrong password shows how many attempts are left. After too many, you see "Too many failed sign-in attempts. This account is locked for N more minutes." The lock lifts on its own after 30 minutes. Study managers cannot unlock it early.
- Wait until the minutes shown have passed, then sign in carefully.
- Not sure of your password? Reset it once the lock has lifted.
Electronic signing is locked
Every electronic signature asks for your password again. After repeated wrong passwords you see "Signing is locked after repeated wrong passwords. Try again in N minutes." All signing (sign-offs, randomization, changes to a live study) is paused for 30 minutes from your last wrong try. Every attempt is recorded in the audit trail.
You lost the phone with your authenticator app
Without the app you cannot finish two-step sign-in, and a password reset also asks for the code. Email support@capture.study from your work address, saying which account and study it is about. Never send passwords or participant information.
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Still need help?
Email support@capture.study or use the contact form. Tell us the study name, what you were trying to do and the exact message on screen; a screenshot helps.
Please never send participant names, contact details or health information to support.