Most login issues resolve in under two minutes. Work through these steps in order.
Step 1 — Reset Your Password
The fastest fix for "wrong password" errors:
- Go to the login page
- Click Forgot Password
- Enter your account email address
- Check your inbox — the reset email arrives within 2 minutes (check spam if not visible)
- Click the link in the email — it's valid for 30 minutes
- Set a new password and sign in
Step 2 — Check Your Email Address
Log in attempts with a misspelled email silently fail — you get the same generic error whether the email doesn't exist or the password is wrong (this is intentional for security).
Common mistakes:
- Using a work email you used at sign-up instead of a personal email (or vice versa)
.comvs.netin the domain- Google Workspace vs.
@gmail.com
If you're not sure which email you used, check for a RailScanPro welcome email in your inboxes.
Step 3 — Two-Factor Authentication Issues
If you enabled 2FA (two-factor authentication) and lost access to your authenticator app:
- On the login screen, enter your email and password
- When the 2FA code prompt appears, click Use a Recovery Code
- Enter one of the 8-character recovery codes you saved when you set up 2FA
If you don't have recovery codes, contact support with a government-issued ID or other account verification — we'll verify your identity and disable 2FA so you can regain access.
Step 4 — Account Locked
After 10 failed login attempts, accounts are temporarily locked for 15 minutes as a security measure. Wait 15 minutes, then try again with the correct credentials (or reset your password first).
If you're seeing "Account suspended" rather than "Locked", contact support — this is different and may indicate a terms of service concern.
Step 5 — Browser Issues
Sometimes the browser is the problem:
- Clear cookies for
railscanpro.com(Settings → Privacy → Clear browsing data) - Try a different browser — Safari, Chrome, Firefox, Edge
- Disable browser extensions — ad blockers or privacy extensions can interfere with authentication
Step 6 — Mobile App Login
For the mobile app:
- Make sure you're running the latest version (check App Store or Google Play)
- Try signing out fully and signing back in
- If you use SSO (Google, Apple), make sure the SSO account's email matches your RailScanPro account
Still Stuck?
Contact support at support@railscanpro.com with:
- Your account email address
- The error message you're seeing (screenshot if possible)
- What browser/device you're using
Response time: typically under 4 hours during business hours.