Always visit app.cledara.com to sign in to your account.
For your account security, please log in exclusively through our official web app at https://app.cledara.com/login.
If you cannot log into your account through the URL above, we've outlined some troubleshooting steps for the most common issues that you may run into when logging into your Cledara account.
Find the scenario that applies to you below and the issues you might encounter in each context:
If you recently joined Cledara
If your workspace uses SMS code as the 2FA login method
If your workspace uses an Authenticator app as the 2FA login method
If you cannot verify your device
If you recently joined Cledara
The invitation link may have expired either because too much time has passed since it was sent, or because you have already clicked the link and begun, but not completed, the sign-up flow.
If you have never clicked the link, please ask a team member with an Admin role in Cledara to resend the invitation link. They can see the instructions in this article.
If you began the sign-up flow but didn't complete it the first time, please access Cledara directly via this link. From here, click the Log In button and follow the login flow as normal. You can also reset your password in this flow, if needed.
If your workspace uses SMS code as the 2FA login method
You're not receiving the SMS verification code
This could be an issue with your mobile phone carrier or the device itself.
To rule this out, please first try the below steps. After each step is completed, please try again to receive the code.
- Restart your device: First, remove the SIM and battery, then re-insert them and turn ON the handset. This will refresh the network.
- Insert the SIM card into a different device.
- Check if there are any software/firmware updates needed for the device itself. If yes, please complete the update/s.
- Clear the device's memory.
- Reach out to your network carrier to see if they have any restrictions in place, or ask them to update the SIM card if needed.
- Check your Spam folder on your SMS application (if applicable).
If the code is still not received, contact us at support@cledara.com to let us know!
You've changed your phone number
Your phone number can be reset by a user who has higher permissions than you in Cledara. This can be done in your Member details page:
Once they've clicked Edit > Profile > Reset phone number, you will be asked to set up your new phone number next time you log in:
If you are a User, Finance user, or Compliance user, the Admins in your workspace can reset your phone number.
If you are an Admin, the Primary Contact in your workspace can reset your phone number.
If you are the Primary Contact, please contact us at support@cledara.com for our assistance. We will send a verification SMS code to the phone number that is currently registered on your Cledara account. Once you have confirmed this code to us, we will update your phone number right away.
If you no longer have access to your old phone number, we will verify your request through other means.
If your workspace uses an Authenticator app as the 2FA login method
You receive an invalid code error message
This can happen if your device's time, date and time zone are set manually. Change the Time and Date setting on your device to Automatic, or choose to synchronise your time with an Internet time server.
Please head to Settings and set your device to automatic timezone and location to sync your clock.
You are asked for a code for an authenticator app, but you can't find it in your app
Your phone number can be reset by a user who has higher permissions than you in Cledara. This can be done in your Member details page:
Once they've clicked Edit > Profile > Reset Authenticator app, you will be asked to set up your Authenticator app next time you log in:
If you are a User, Finance user, or Compliance user, the Admins in your workspace can reset your Authenticator app
If you are an Admin, the Primary Contact in your workspace can reset your Authenticator app.
If you are the Primary Contact, please contact us at support@cledara.com for our assistance. We will send a verification SMS code to the phone number that is currently registered on your Cledara account. Once you have confirmed this code to us, we will reset Authenticator app right away.
If you no longer have access to your phone number, we will verify your request through other means.
If you cannot verify your device
If you're having trouble verifying your device when logging into Cledara, follow these steps to resolve the issue.
You did not receive our device confirmation email
If you haven’t received the email to verify your device, try the following:
- Check your spam or junk folder. The email may have been incorrectly filtered.
- Search your inbox. Look for an email with the subject line: "Cledara login detected from a new device"
- Review your email filtering rules. Ensure the email wasn’t automatically moved to spam, blocked, or archived:
- Whitelist Cledara's email. Add cledara@cledara.com to your trusted senders list.
You clicked the link in the email, but the verification failed
If the link in the email isn’t working, consider these possible reasons:
-
You might be clicking the link from a different IP address
You must verify the device from the same network and device where the login attempt was made. -
Your link might have expired
The verification link is only valid for 15 minutes after it is sent. Try to log in again and request a new link if needed. -
You might have clicked the same link again
Each link is valid for one-time use only. Always use the most recent verification email. -
The link might have been blocked
Your browser may have prevented the link from opening. Try copying the full link under the verification button and pasting it into a new tab in the same browser.
If you continue to experience issues, please reach out to support@cledara.com for further assistance.