Troubleshooting steps for problems logging in to FreeAgent
This article outlines some steps to take if you’re unable to log in to your FreeAgent account.
Please note that as a security measure, FreeAgent temporarily disables login attempts when an incorrect password has been entered several times in a short period of time.
The length of time you will have to wait varies depending on the number of incorrect attempts but will be a maximum of 30 minutes. If your login is temporarily disabled, please wait 30 minutes or more from your last attempt before attempting to log in again.
Below is a list of steps to take to resolve some of the most common issues with logging in to your FreeAgent account.
1. Check that the URL contains the correct FreeAgent subdomain
If you’re logging in to your FreeAgent account via a URL that includes your FreeAgent subdomain (i.e. [your subdomain].freeagent.com), make sure that the URL in your browser contains the correct subdomain of the FreeAgent account that you’re trying to log in to.
If you have multiple FreeAgent accounts, you can bookmark the specific login page for each account so that you can log in to the appropriate accounts easily.
Alternatively, you may wish to consider using the same email address and password for multiple accounts so that you’ll only have to remember one set of login details. Then, if you visit login.freeagent.com and enter the associated email address and password, you’ll be prompted to select the account you wish to log in to. You can update any of your passwords if you need to.
2. Check that you’re entering your login credentials manually
When logging in to your FreeAgent account, make sure that you’re entering your login credentials manually and that they’re not being auto-filled by your browser, as it may be populating incorrect credentials.
If any of your details are being auto-filled, you should delete the auto-filled information and enter your email address and password manually instead. Select ‘Show’ to the right of the password field and make sure that the correct password has been entered.
3. Check that you’re using an app on your mobile device to generate a verification code
If you’ve enabled 2-Step Verification (2SV) on your FreeAgent account, check that you're generating your 2SV codes using the app on your usual mobile device (i.e. Google Authenticator, Duo or LastPass Authenticator). Please note that FreeAgent does not send verification codes via SMS or email and instead uses mobile apps, as this is a more secure approach.
If you made a note of the recovery codes that were provided as part of the 2SV setup process and would like to use one of these codes, select ‘I want to use a recovery code’ when prompted for your 2SV code.
Please note that verification codes are time sensitive, therefore a code will become invalid if you wait too long before entering the 2SV prompt on FreeAgent's side, or if your device's clock is out of sync.
To check the clock on your device, navigate to the device’s settings and ensure you have the automatic date and time option selected.
If you're using Google Authenticator for 2SV, please also go to the main menu on the Google Authenticator app on your device, tap ‘Settings’, then ‘Time Correction for Codes’ and then ‘Sync Now’.
4. Check if you can log in to your FreeAgent account using a private browser window
Check if you can log in to your FreeAgent account using the same credentials in a private browser window. Please see below for more details on how to use a private browser window depending on which browser you’re using:
If you can log in via a private browser window, clear the cache and cookies from your regular browser and the issue should be resolved. Please see below for more details on how to clear cache and cookies depending on which browser you’re using:
If you can’t log in via a private browser window, it may be worth checking to see if you're using the most current version of your browser, or you can try using a different browser. FreeAgent works best with the following browsers:
Please note that support for Internet Explorer (IE11) ended on 17th August 2021. Find out more about recommended system requirements for using FreeAgent.
5. Try resetting your password
If you’re still unable to log in to FreeAgent after following the above steps, try resetting your password by selecting 'Reset my password' on the login screen.
If you don’t receive a password reset email in your inbox, please check your junk or spam folders as your email provider may filter those emails automatically. Searching for the email subject line "FreeAgent - request to change your password" may help you locate the email. If you have requested a password reset more than once, please use the link in the most recent email as the link will expire once a new request has been sent.
You can also ask the FreeAgent account owner (if this isn’t you), any user with full (level 8) access to their FreeAgent account, or your accountant (if you work with an accountant who is a FreeAgent partner) to request a password reset for you. To do this, they’ll need to navigate to your user profile and select ‘Send Password Reset’.
6. If you have changed your email address and forgotten your password
If you are a listed user on the FreeAgent account and need to change the email address associated with your FreeAgent account, the registered account owner or someone with full (level 8) access can navigate to your user profile, update your email address and send a reset password link to you.
If you are the FreeAgent account owner and need to change the email address associated with your account, please email email@example.com and our support team will coordinate with you to confirm your identity. Once confirmed, they can update the email address associated with your FreeAgent account.
7. Check with your accountant
If you work with an accountant who is a FreeAgent partner and you’re having problems logging in, you’ll be prompted to contact your accountant.
Please contact your accountant for more information.