FAQ

Unable to login to Chatwork (Mobile)

If you are unable to log in to Chatwork, the solution depends on the situation. If you are unable to log in even if the app is on the latest version, please check the relevant section from the table of contents below.

*If you are unable to log in using a PC browser or the desktop version of the application, please see "Unable to login to Chatwork(PC)"

 

Table of contents



Forgot login email address or password

Please refer to the following help pages.



Cannot Log in Using Two-factor Authentication (App authentication / SMS authentication)

  • App authentication

If the following screen is displayed after entering your email address and password on the login screen of the mobile app, app authentication is required. The 6-digit code to be entered can be obtained from an authentication app such as "Authenticator (Google Authentication System)".

スクリーンショット 2023-07-18 16.51.56.png

  • SMS Authentication

If the following screen is displayed after entering your email address and password on the login screen of the mobile app, SMS authentication is required. The 6-digit code to enter will be sent to the registered mobile phone number via SMS.

スクリーンショット 2023-07-18 16.53.16.png

If you cannot log in, please check the following:

Cannot Log in Using Two-factor Authentication

※For business plan and enterprise plan contracts, it is possible for the administrator to disable two-factor authentication settings in "Use Administrator Rights to Disable Two-factor Authentication".



An error message is displayed upon login

Error message Solution
Wrong email or password

The email address or password entered on the login screen is incorrect. If you do not know your email address, please check Forgot login email address. If you do not know your password, please reset your password from the link below:
Set a new password

This account is locked after multiple failed login tries. Check your login email address for an email about removing the lock. If you do not receive it, see "Removing Account Lock" on the Help Page. Please check Removing account locks
Email is not valid.

The email address may not be spelled correctly. Please make sure that no part of the address is missing or that it is recognized as an email address. If the error persists, it may be a special format of email address that cannot be used in Chatwork. 

Example of an email address that cannot be used:
- abc..def@chatwork.com - dots are continuous
- .abcdef@chatwork.com - dot at the beginning
- abcd.@chatwork.com - dot just before @

In this case, please contact us using the "Contact Us" form.

無効なサーバーレスポンスです/Access denied Please refer to the page below.
Getting Access Denied / Invalid Server Response message

We are temporarily restricting access to your account as a suspicious login attempt has been detected.

Please try logging in again later. If you are frequently restricted from logging in, please refer to the page below.
Getting Access Denied / Invalid Server Response message

Use of this service is temporarily suspended due to a contractual issue. Please log in with your PC browser for more details.

Your account has been suspended because payment has failed multiple times. Payment cannot be processed within the mobile app, so please log in to Chatwork from your PC browser, and check the payment information.

 

If the error message is different from the above, the app may not be up to date. Please update to the latest version (Android version 7.28.0 or higher, iOS version 6.22.0 or higher) and try again.



I don't know how to log in with single sign-on

If the administrator has already set up single sign-on with SAML authentication, simply enter your email address on the login screen on the app, then IdP screen will be displayed automatically, enabling you to log in with single sign-on. For customers who have set up a dedicated login URL, there is no need to enter the URL.



Entered email address and clicked the “continue” button, but nothing happened

If your network is restricted, reCAPTCHA will not be displayed and you will not be able to login. 

Please have your network administrator check the settings and add the following to the permitted domains:

  • www.google.com
  • www.gstatic.com
  • fonts.gstatic.com
  • www.recaptcha.net



Cannot log in due to email address change

To reset your password while unable to log in, you need to access your email inbox registered with your account and check the email that has been sent.

 

If you are unable to receive the password reset email due to email address change

For business plan and enterprise plan contracts, please ask your administrator to change your email address.

For free plans, please check if you have any devices that are still logged in, such as mobile or PC. If there are devices that maintain a login status, please access the account settings from the device and change the email address. For instructions on how to change the email address, please refer to the following page:
Set/Change your email address

 

If there are no devices that maintain a login status and you do not know your password, you cannot log in to Chatwork. Please consider to create a new account. After registering again, you can view past logs by rejoining group chats you have participated in before. Please request to be re-added to the group chat as a member. ※Free plans can only view up to 3 months of past logs, and cannot view files or links that have been deleted.

*The free plan has restrictions on the past logs that can be viewed. For more information, please check What are the restrictions of the Free Plan?.
*You cannot rejoin group chats where all members of a group chat have unsubscribed.
*You will need to reapply for contacts.
*Direct chat logs remain only on the other party's side and cannot be rejoined.
*My chat logs cannot be transferred.



The message "No apps to launch" is displayed (Android)

If you get the message "No apps to launch" when registering for a new account after launching the mobile app on your Android device, please enable the Google Chrome app.



Cannot log in even with the correct account ID and password, or suddenly unable to log in

If you have a corporate contract, it may have been canceled by the administrator, so please check with your organization's administrator.



Cannot log in with authentication code (email authentication)

As a part of our security enhancements to prevent unauthorized access, etc., we have implemented an email authentication system during logins to help protect accounts that have been inactive for an extended period. Please check the following if you have been asked for an authentication code but have not received an email with an authentication code and cannot log in.

I am not receiving the email with the authentication code (email verification)



If the above methods don’t work please contact us via form below

https://support-en.chatwork.com/hc/en-us/articles/4409834074265