Sign-in problems

Symptoms

• Your password is rejected, or you've forgotten it.
• You chose Email me a magic link instead but no email arrives.
• A "Continue with…" button bounces you back to the sign-in page with an error.
• You're asked for a second factor you can no longer provide.
• You're told the account is deactivated.

Likely causes

• A mistyped password — Laya passwords are at least 12 characters.
• The magic link email landed in spam, or you've hit the request limit (5 links per 15 minutes).
• The magic link expired — links are valid for 10 minutes and work exactly once.
• The social provider reported a problem — the error code in the page address says which one.
• Two-factor authentication is on, and once it's on it is asked for on every route in — password, magic links and every "Continue with" button.
• The account was deactivated — deactivation hides the account but keeps its data.

Fix it

Forgotten or rejected password

There is no separate password-reset form. The reset path is a magic link — proving you control the inbox — followed by setting a new password from your account's Security page.

1. On the password step, choose Forgot password?Laya emails a sign-in link to your account address.
2. Open the link within 10 minutesThe link is single-use. If it has expired, request a fresh one from the sign-in page.
3. Set a new passwordOnce signed in, go to Security → Password and choose Change password (or Set password if you never had one). The new password must be at least 12 characters.

Magic link not arriving

1. Check spam and junk foldersSearch for recent mail from Laya.
2. Confirm you typed the address on the accountThe link only goes to the email address your Laya account uses.
3. Mind the limitsYou can request 5 magic links per 15 minutes. If you've been retrying rapidly, wait a few minutes and request one more.
4. Request a fresh link if yours is oldLinks expire after 10 minutes and work once. An expired or already-used link shows an error such as "This link has expired. Request a new one." or "This link has already been used." — always open the newest email, and request a fresh link if needed.
5. Try another route inIf you have a password or a linked provider, sign in that way and check your email settings later.

Social sign-in bounces back with an error

When a "Continue with…" sign-in fails, Laya returns you to the sign-in page with an error code in the address bar (?social_error=…). The most common codes and their fixes:

Locked out by two-factor authentication

Once two-factor is on, every sign-in route asks for a second factor — including magic links and social buttons. Work through your factors in this order:

1. Try any enrolled passkeyPasskeys are the primary factor — Face ID, Touch ID, Windows Hello or a security key. A passkey synced across your devices may work on another machine.
2. Use your authenticator appEnter the 6-digit code from the authenticator you set up as the fallback.
3. Use a recovery codeRecovery codes were shown once when you first enrolled a factor, with Copy codes and Download .txt options (the file is named laya-recovery-codes.txt). Each code works exactly once.
4. Once in, top up your codesThe Security page shows how many unused codes remain. Use Generate new codes — Laya asks you to prove a factor before issuing a fresh set.

Verify the fix

• You land signed in on Home.
• On Security → Active sessions, the current browser is listed as "This device".
• If you set a new password, sign out and back in once with it to confirm it took.

If you're still stuck

Email support@laya.net with: the email address you're signing in with, the method you tried (password, magic link, or which provider button), the exact error code from the address bar if there is one, the date and time of the attempt, and whether two-factor is enabled on the account.