There are a number of reasons why your credentials are not allowing you to log in to Balance Custody.  

Here are the most common reasons and how to address them:

• Incorrect username or password combination. Please ensure that the email address you are using as your user name, and password that you have entered, are the correct combination for this account. You can reset your password by asking your organization's administrator to reset your credentials. This will initiate a password reset process that will allow you to set a new password.
  
  

• You have not been invited to join your organization’s account on Balance Custody. All users must be invited by their administrator before they can configure their login credentials. Please ensure that the invitation you have received has been accepted within the given time period since invitations to join are time sensitive. Contact your administrator to resend your invitation if you have not accepted it yet.
  
  

• Your credentials may have been reset or invalidated by your administrator. Check your email to see if a password reset or account deactivation notice has been sent to you. Alternatively, contact your organization's administrator and verify that your credentials are still active.
  
  

• Your multi-factor (2FA) credentials are no longer valid. 2FA codes expire over a period of time. Please ensure you have entered the temporary passcode in the appropriate time allotted and that your 2FA credentials have not been reset by an administrator. If you continue to have trouble, you may ask your administrator to reset your multi-factor authentication and log in credentials in order to re-configure them.