Accounts and troubleshooting
Completing the sign-in security check
The security check on account forms helps Kinovo limit automated misuse. Wait for it to finish, then submit your form. If it will not load, follow the checks below.
Who this article is for
Anyone completing an account action on the Kinovo sign-in page
Where to find it
- Look for the Cloudflare Turnstile security check on sign-in, account creation or password-reset forms when it is enabled.
- The form’s submit button becomes available after the check completes and required details are entered.
What “Success” means
Success means the browser security check passed. It does not confirm that your email or password is correct, that your email is confirmed, or that your account has access to a care team.
After Success, still press the form’s Sign in, Create account or Send reset link button.
Complete the check and submit
- 1
Let the check load
Wait for it to finish and follow any on-screen instruction.
- 2
Submit your form
Use the button once the check has succeeded. A check left open for a long time may need to run again.
- 3
Read the result
If the form reports another error, follow that message. After an unsuccessful attempt, wait for any new security check before submitting again.
If the check is blank or keeps loading
- Check your internet connection and reload once. Be aware that reloading can clear details you have typed.
- Try an up-to-date browser in a normal window instead of an email app’s built-in browser.
- Make sure JavaScript and cookies are allowed.
- If your organisation or an extension blocks the check, ask your IT contact to review it. Do not bypass workplace security rules.
- If the message says the site owner needs to check the site key, report it to Kinovo support. You do not need to change any keys yourself.
If it succeeds but asks you to try again
Reload once, wait for a fresh successful check, then submit. If the same error continues, stop repeating the attempt and contact support.
Include the exact message, approximate time, browser and device. This gives support enough context to investigate without your password or any account-access link.
If a different sign-in error appears
- Incorrect email or password: check the address or use Forgot password?.
- Email not confirmed: open the confirmation email or request a fresh one.
- Too many attempts: wait for the period shown before trying again.
- Account suspended or closed: follow the account message or contact support. A successful security check does not restore access.
Still need help?
Tell us which step you need help with and any error you saw. Leave out passwords, invitation links and private care information that is not needed to explain the problem.
Ask Kinovo support