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Troubleshooting login errors
Troubleshooting login errors

Common errors related to password and login issues.

Updated over a week ago

If you are receiving an error logging into your Splice account, please refer to the most common errors below to resolve your issue:

I'm not receiving a password reset e-mail.

If you have requested a password reset and are not receiving the e-mail, please follow the instructions listed here: Why am I not receiving a password reset email?

"Your account could have been hacked, compromised or stolen."

To be clear, Splice has not been compromised. If you receive this e-mail, it is because there was a security incident on another website or service. Your account is potentially at risk because the password you were using has been exposed. Here is how to solve this:

  1. Go to the log-in page and select "Forgot password" to reset your password.

  2. Please change your password to new, unique password you have not used before.

    • We highly suggest that you use a password generator such as LastPass to create a secure password to better protect your account

  3. If you use the same password or one you've already used before elsewhere, you will not be able to log in. It must be a new password entirely.

  4. If issues persist after changing your password, please refresh your browser and clear your cache.

"We have detected a potential security issue with this account. To protect your account, we have prevented this login. Please reset your password to proceed."

Similar to the e-mail above, please follow the same instructions to:

  1. Go to the log-in page and select "Forgot password" to reset your password.

  2. Change your password to new, unique password you have not used before.

  3. If issues persist after changing your password, please refresh your browser and clear your cache.

"Your account has been blocked after multiple consecutive login attempts."

This error occurs if you enter the wrong password too many times. Here is how to resolve it:

  1. You should receive an e-mail titled Suspicious Login Activity Detected.
    ​

    Suspicious Login Activity Detected
  2. It will list the IP address from the attempted log-in. Please make sure it matches the IP you see here: https://icanhazip.com/

  3. If it does, please select "Unblock Access" and you will be able to log in again.

  4. If you're using AutoFill to enter your password, be sure the saved password is accurate.

  5. Try logging in from a different browser application.

  6. If you need to reset your password, select the Forgot Password? link.
    ​

"Could not reset password. [invalid token]."

If you are attempting to reset your password and receive the following errors: "invalid token" or "Could not reset password. [[object Object]]" it is likely that you have requested multiple password resets, and are not opening the most recent link.

Please go back to your e-mail and make sure you are opening the most recent password reset link. If issues persist, please delete the password reset e-mail altogether and send another password reset from the login page.

"Oops!, something went wrong"

There could be a misconfiguration in the system or a service outage. We track these errors automatically, but if the problem persists feel free to contact us. Please try again.

If you receive this error, please do the following before attempting to login again:

  • On the Desktop App:

    1. Restart the app

    2. Clear the Splice Cache:

      • Windows:

        • Use File Explorer to navigate to C:\Users\Username\AppData\Local\SpliceSettings

        • Delete the entire SpliceSettings folder, restart your machine, and then relaunch the Splice app.

      • Mac:

        • Open Finder and hold down Shift + CMD + G. Then paste this: ~/Library/Application Support/com.splice.Splice

        • Delete the entire com.splice.Splice folder, restart your machine, and then relaunch the Splice app.

  • On web:

    1. Temporarily disable browser extensions like anti-virus, ad blockers, or VPNs. If this resolves the issue, identify the problematic extension and either whitelist or disable it while using Splice.

    2. If problems persist, perform a hard reset of your browser:

      • On Windows: Press Shift + CTRL + F5

      • On Mac: Press ⌘ CMD + Shift + R

    3. Additionally, clear your cookies:

      • On Windows: Press Shift + CTRL + DELETE

      • On Mac: Press ⌘ CMD + Shift + DELETE

    4. If the issue persists across multiple browsers, try using an incognito or private window.

    5. Finally, attempt to connect to a different WiFi network or use a mobile hotspot.

"Something went wrong" (on Mobile)

If you receive this error in the Mobile App, please do the following:

  1. Fully uninstall the Splice app from your mobile device.

  2. Then reinstall the app through the App Store/Google Play Store, sign back in, and see if the same issues are occurring afterwards.

  3. If issues persist, quit out of the app, and then connect to cellular data instead of wifi (or vice versa), and/or try connecting to a different wifi network.

  4. Clear your mobile cache on your device. Here is how depending on your device:

  5. Lastly, please also reset your password on the log-in page.

If issues persist, please contact our support team by clicking the "Help" icon to the right.

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