If you cannot sign in

Most sign-in problems have a quick fix. If none of these help, email us at clients@dseinternational.org from the address you sign in with.

We will never ask for your password, a recovery code or a verification code.

You have lost a passkey, security key or authenticator app

1. On the page that asks for it, choose Try another way. Use another method you have added, or one of your recovery codes.
2. Once you are signed in, go to Security at account.dseclients.app. Remove what you lost, add a replacement, and get new recovery codes if you have used some.

If the page says your account has no other way to finish signing in, email us from the address you sign in with and tell us what you cannot use. Before we reset how you sign in, we check that it is you: we reply to that address and ask you a few questions.

A reset removes every passkey, security key and authenticator app from your account, and your recovery codes. You then sign in with just your password. Add a passkey or an authenticator app again as soon as you can, and save the new recovery codes.

"Too many failed attempts"

After several incorrect codes or failed passkey attempts, we pause sign-in for a while to protect your account. Wait, then start again. You do not need to do anything to unlock it. If you have another way to sign in, you can use that instead.

If we tell you that your authenticator app has been turned off after too many incorrect codes, waiting will not help. Start again, sign in another way, and then set up the authenticator app again.

You have forgotten your password

Choose Forgot your password? on the sign-in page and we will email you a link to set a new one. Resetting your password does not remove your passkeys, security keys or authenticator app, so you will still be asked for one of them.

Emails about your account's security

We email you when:

• a passkey or security key is added or removed
• an authenticator app is turned on or off
• a recovery code is used, or you are running low on them
• your recovery codes are replaced
• sign-in is paused after too many incorrect codes
• our support team resets how you sign in

These emails come from clients@dseinternational.org, and never ask for your password or a code.

If you get one of these emails and you did not make the change, someone else may know your password:

1. Reset your password straight away with Forgot your password? on the sign-in page. This signs you out everywhere else.
2. Sign in, go to Security, and remove anything you do not recognise.
3. Email us at clients@dseinternational.org so that we can check your account.

For how passkeys, security keys, authenticator apps and recovery codes work, see passkeys, security keys and authenticator apps.