Heartbeat is passwordless, so there is no password to reset. On the web version of Heartbeat on desktop you log in by opening a magic link sent to your email. On mobile, you enter a one-time code (OTP) instead. Below you can find a few common issues with signing into to your Heartbeat account.

"You're already a member" but you can't get in

A person can become a member of a community only once. If you joined before and your membership ended, a new Sign Up Link will not let you back in, and you will see a message saying you are already a member.

What to do depends on who you are:

• If you are a member: contact the community admin directly. Membership is controlled by the community, not by Heartbeat, so the admin is the only person who can restore your access.
• If you are the admin: reply here with the member's email address and your community URL and we will look at the account. If the member is showing as pending rather than removed, see Member Stuck in Pending? Help Them Complete Onboarding.

The magic link or code never arrives

• Search your email inbox for a message from Heartbeat, including the spam and junk folders.
• Add Heartbeat to your contacts so your provider stops filtering the messages.
• Check you are using the email address you signed up with, which may not be the address you use day to day.

"Invalid code"

One-time codes expire after 10 minutes. If more than 10 minutes have passed since you requested the code, request a new one and enter that instead.

You're stuck in a login loop or seeing a blank page

If your community uses a custom domain, the loop is usually specific to signing in through that domain. Log in at your Heartbeat-hosted address instead:

https://app.heartbeat.chat/[your-community-slug]

Your slug is the last part of your community URL. If you are already signed in, this takes you straight into the community.

If you are not on a custom domain, a browser extension is the most likely cause:

1. Open a private or incognito window, or a different browser.
2. Paste the magic link or enter the code there.
3. If that works, disable your extensions one at a time to find the one interfering.

Logging in on the mobile app

The mobile apps use a one-time code, not a magic link. Opening a magic link on your phone will not sign you into the app.

1. Install the app from the App Store or Google Play. See Download the Heartbeat Chat mobile app on iOS and Android.
2. Enter the email address you signed up with.
3. Open your email, copy the one-time code, and enter it in the app within 10 minutes.

If you belong to more than one community, tap Home at the bottom, then tap the community name in the upper left to switch. See Can I access multiple communities in Heartbeat?

You no longer have access to your login email

If you cannot receive mail at your login address, you cannot receive the magic link or code, so you will need us to change the address on file.

Reply here with:

• Your current login email, the one you cannot access
• The new email address you want to use
• The name and URL of your community

We verify account ownership and then update your login email so you can sign in again.

If you can still sign in and simply want to use a different address, you can change it yourself in your account settings.

You're not sure which community you're signing in to

Your login link is your community URL in the form https://app.heartbeat.chat/[your-community-slug]. If you belong to several communities, use the community switcher rather than signing in and out. See How to use the community switcher.

If you cannot find your community URL, search your inbox for the original invitation, or ask the community admin to resend it.

Still stuck?

Send us an email or a message by clicking the "?" icon while logged in or open the messaging box on the lower left corner of this help center: