Question 1

I know my password but sign-in keeps failing. Why?

Accepted Answer

Check Caps Lock, then two-factor — the form may be waiting for a code. Then consider the lockout: after several failures, correct credentials are refused for about 15 minutes.

Question 2

Do Google and password give me two separate accounts?

Accepted Answer

Not if the email address matches — that is one login with two doors. Different addresses are genuinely different accounts with different workspaces.

Question 3

Why is there no 'remember me' checkbox?

Accepted Answer

Sessions already last up to 30 days, so the checkbox would only ever make your session shorter. There is nothing useful for it to do.

Question 4

A captcha keeps appearing. What triggered it?

Accepted Answer

Repeated failed attempts from your network, often a shared office connection. Complete it and continue; it stops once those failures age out.

Question 5

I am asked for a code and I never set up two-factor.

Accepted Answer

Then somebody did. Reset your password immediately and check Settings → Security. If you cannot get in at all, contact support.

Question 6

Why does it say a link was sent even for an unknown address?

Accepted Answer

So nobody can use the form to discover which addresses have Agentency accounts. The identical response gives that information away to no one.

Question 7

How long is the reset link valid?

Accepted Answer

About 30 minutes, and it works once. Request a fresh link rather than hunting for an older email.

Question 8

Does resetting my password turn off two-factor?

Accepted Answer

No. If two-factor is enabled you still need your authenticator app or a backup code to finish signing in.

Question 9

I signed up with Google. Can I reset a password?

Accepted Answer

There is no password on the account to reset. Keep using Continue with Google. If you forgot your Google password, reset it at Google.

Question 10

Does resetting sign my other devices out?

Accepted Answer

There is no device list to revoke, so treat a reset as protection against future sign-ins rather than an immediate eviction.

Question 11

Which authenticator apps work?

Accepted Answer

Any standard TOTP app — Google Authenticator, Microsoft Authenticator, Authy, 1Password, Bitwarden and others. Agentency does not require a specific one.

Question 12

Why does enabling need my password again?

Accepted Answer

So someone who hijacked an open session, but does not know your password, cannot silently attach their own authenticator to your account.

Question 13

Why is disabling harder than enabling?

Accepted Answer

Disabling asks for your password and a current code. Downgrading your security is deliberately the harder direction to travel.

Question 14

My codes are always rejected. What is wrong?

Accepted Answer

Almost always clock drift. Turn on automatic date and time on your phone — the code depends on your phone and the server agreeing on the time.

Question 15

Is there an SMS option instead of an app?

Accepted Answer

No. Only app-based codes are offered. A phone check at signup, where your installation requires one, is a completely separate mechanism.

Question 16

How many codes do I get, and what do they look like?

Accepted Answer

Eight. Each is eleven characters in the form XXXXX-XXXXX — uppercase letters and digits with a hyphen in the middle. Include the hyphen when you type one.

Question 17

Can I see the codes again later?

Accepted Answer

No. They are shown exactly once. Agentency does not keep readable copies, so support cannot recover them either — regenerating is the only route to a new list.

Question 18

Where should I store them?

Accepted Answer

Anywhere you can reach without your phone: a password manager, or printed and locked away. Never in a note on the phone that holds the authenticator.

Question 19

What happens to unused codes when I regenerate?

Accepted Answer

They stop working immediately. Regenerating replaces the whole set of eight, so never keep two lists side by side.

Question 20

I lost my phone and my codes. What now?

Accepted Answer

You cannot sign in yourself. Contact support with proof of account ownership and expect a genuine identity check — anything less would be a way in for an attacker.

Question 21

Is this the same as two-factor authentication?

Accepted Answer

No. It happens once around signup, not at every sign-in. Two-factor is an authenticator app you enable yourself under Settings → Security.

Question 22

Why was my colleague asked and I was not?

Accepted Answer

When an installation switches this on, accounts created before that point are usually exempt so nobody is locked out. Newer accounts must verify.

Question 23

The SMS never arrived.

Accepted Answer

Check the country code first, then wait a full minute. Landlines and many virtual or VoIP numbers cannot receive these codes at all.

Question 24

Can I use the same number on two accounts?

Accepted Answer

Usually not. Where this check is enabled, one number generally means one account — that is the entire anti-abuse point of the feature.

Question 25

My chatbots vanished after signing in with Google.

Accepted Answer

You are almost certainly on a different Google address, which is a different Agentency account. Check the address on Settings → Account before assuming anything is lost.

Question 26

Can I enable Agentency two-factor on a Google-only account?

Accepted Answer

No. Enrolment re-checks a password and there is none. Your Google account's own two-factor protects the door you actually use.

Question 27

Does signing in with Google give Agentency access to my Drive?

Accepted Answer

No. Sign-in is identity only. Importing files from Drive is a separate feature you opt into, file by file.

Question 28

Can I use Google and a password on the same account?

Accepted Answer

Yes, as long as the email address is the same. Many people register with a password, enable two-factor, then use Google for quick sign-ins.

Question 29

How long does a session last?

Accepted Answer

Up to 30 days of continued use. There is no remember-me checkbox because there is nothing left for it to do.

Question 30

How do I sign another device out?

Accepted Answer

There is no device manager. Change your password and turn on two-factor, then sign out here — that is the full set of tools available.

Question 31

Do my chatbots stop answering when I sign out?

Accepted Answer

No. Public chatbots keep serving visitors, and background work like training and crawls carries on. Only pausing a chatbot takes it offline.

Question 32

Do I need to sign out to change workspace?

Accepted Answer

No. Use the Accounts list to switch. Your login stays the same; only the workspace context changes.

Question 33

Does signing out log me out of Google too?

Accepted Answer

No. On a shared computer, sign out of Google separately or the next person can sign straight back in with one click.

Security and sign-in FAQ