If you can't log in to Cinapse (you're locked out, stuck in a loading loop, see a LOGIN error code, your password-reset link never arrived, or login just won't go through), it's almost always one of a few things, and most are quick to fix yourself. Work through these in order.
Fastest fix for most login problems: use Chrome or Brave, then reset your password. Those two steps clear up the large majority of login issues.
1. Use a supported browser
Cinapse works best in Chrome or Brave (or another Chromium-based browser). Safari and Firefox aren't fully supported and are the most common cause of login and loading trouble; if you're on one of those, switch to Chrome or Brave and try again.
2. Double-check your email and password
Log in at https://scheduling.cinapse.io and make sure your email and password are correct, including capitalization. Confirm you're using the same email your account was created with (and, if you were invited to a schedule, the email the invite was sent to). If you're unsure of your password, reset it (Step 3) rather than guessing.
3. Reset your password
Resetting clears up most login errors, including many LOGIN error codes:
- On the Log In page, click Forgot Password.
- Enter your email and click Reset Password.
- Open the email from Cinapse and click the Reset Password button.
- Create a new password and click Finish.
- Log in with your new password.
Didn't get the reset email? Check your spam/junk folder, and make sure you entered the exact email on your account. If it still hasn't arrived after about 10 minutes, contact support (below) — we can resend it or fix the reset on our end.
4. Refresh or try a different device
If login hangs, loops, or you see "Unable to initialize local database":
- Do a hard refresh (Mac: ⌘ + Shift + R · Windows: Ctrl + Shift + R) and try again.
- Try a different browser (Chrome or Brave) or a different device (like your phone). Login trouble is often specific to one browser or device.
5. If you see a LOGIN error code
A message like "Unable to log in. Error Code: LOGIN-XXXX-XXXX. Description: Please contact support with the following code" means Cinapse blocked the login and needs a closer look:
- Reset your password (Step 3); this clears many login codes on its own.
- If that doesn't work, try Chrome or Brave, or another device.
- Still stuck? Email support and include the full error code; it helps us find and fix your account fast.
6. After a service update or outage
If you were locked out during or right after an update:
- Log out and log back in.
- If it still fails, reset your password (Step 3).
- Still stuck? Contact us; we may need to refresh your account on our end.
Still can't get in?
Email support@cinapse.io with: the email on your account, the browser + version and operating system you're using, the full LOGIN error code (if any), and a short description of what happens when you try. We can check your account, resend reset links, or restore access manually.
Need more help? Email us at support@cinapse.io, or ask the help assistant using the chat button in this Help Center; it answers most questions instantly and can connect you with our team.