Login issues

”Wrong email or password”

1. Check upper/lower case: email is normalized but the password is case-sensitive.
2. Make sure you are on the right tenant subdomain. mychurch.ministrium.com and another.ministrium.com are different tenants.
3. If you do not remember the password, use Forgot your password? on the login screen. You will receive an email with a reset link valid for 1 hour.

”Account locked due to failed attempts”

After five failed attempts in five minutes, the system locks the user for 15 minutes as brute-force protection.

• Wait 15 minutes and retry with the right password.
• If you need urgent access, ask the org admin to unlock you from Settings → Users → <user> → Unlock.

”I do not have my MFA code”

• Use one of the backup codes you saved when enabling MFA.
• If you did not save them: the org admin must reset your MFA from Settings → Users → <user> → Reset MFA. This requires identity validation (video call) and may take 24 business hours.

”The system says my session expired all the time”

Sessions last 30 days by default. If they expire constantly:

• Your browser may be blocking third-party cookies. Allow cookies for *.ministrium.com.
• Incognito mode wipes sessions when you close the window. By design.
• Multiple tabs with different tenants can invalidate each other’s session. Use different browser profiles.

The admin lost their own password and MFA

If the only org admin loses access, the reset can only be done by the Ministrium team after documentary identity verification. Open an urgent ticket in Support and prepare:

• Church legal document.
• Admin’s ID document.
• Contact email registered on the account.