Troubleshooting Login Issues: Password Recovery, Single Sign-On, and Error 731

## General login problems First, let's make sure you've already set up your Zinc account. If you haven't created one yet, you'll need to do that first. You can find more information here: [Creating Your Zinc Account and Starting your Background Checks](https://help.zincwork.com/hc/hm54ky7yrc/article/017c62cb-creating-your-zinc-account-and-starting-your-background-checks). If you already have an account and are having trouble logging getting back into Zinc or accessing your checks, please try the following steps: 1. [**Sign out**](https://app.zincwork.com/sign-out) from your account completely 2. [**Sign back in**](https://app.zincwork.com/sign-in) using your original login method and, if required, with the two-factor authentication method you set up for your account when you first signed up to Zinc. 3. Ensure you're using the same method you used when creating the account (via email and password; Gmail; Linkedin or GitHub) ## Password recovery issues ### If you don't remember your password 1. Click the **"Forgot your password"** button on the login page 2. Check both your inbox and spam folder for the password reset email ### If you're not receiving the password reset email This typically means you created your account using a single sign-on method (Gmail, LinkedIn, or GitHub) rather than a manual password. Follow these steps: **For Gmail accounts:** 1. Confirm you used Gmail to create your account 2. Make sure you're logged into Gmail with the same email address you used for Zinc 3. [Sign out](https://app.zincwork.com/sign-out) of Zinc completely 4. [Sign back](https://app.zincwork.com/sign-in) in using the Gmail button (not manual email/password) **For LinkedIn accounts:** 1. Verify you used LinkedIn to create your account 2. Ensure you're logged into LinkedIn with the same email address 3. [Sign out](https://app.zincwork.com/sign-out) of Zinc 4. [Sign back](https://app.zincwork.com/sign-in) in using the LinkedIn button **For GitHub accounts:** 1. Confirm you used GitHub to create your account 2. Make sure you're logged into GitHub with the same email address 3. [Sign out](https://app.zincwork.com/sign-out) of Zinc 4. [Sign back](https://app.zincwork.com/sign-in) in using the GitHub button ## Error 731 troubleshooting Error 731 is a login error that appears when you're trying to access your background checks or submission page using a different sign-in method than what's attached to your account. To fix this, please try the following steps: 1. **Sign out completely** by visiting: <https://app.zincwork.com/sign-out> 2. **Identify your account email:** 1. Go back to your email inbox 2. Look for the email where you received the request to "Verify your email" 3. Check for any emails with updates regarding your checks 4. The email address that received these messages is your account email 3. **Use your original sign-in method** by visiting <https://app.zincwork.com/sign-in> 1. **Email + Password:** Use your email address and password with, if required, the two-factor authentication method you used when first creating your account 2. **Single Sign-On (SSO):** Use Gmail, LinkedIn, or GitHub button with, if required, the two-factor authentication method you used when first creating your account **⚠️ Important for SSO users:** Before clicking the SSO button, make sure you're already signed into that service (Gmail/LinkedIn/GitHub) with the same email address you used to create your Zinc account. ## Key reminders - Make sure you have already [created your Zinc Account](https://help.zincwork.com/hc/hm54ky7yrc/article/017c62cb-creating-your-zinc-account-and-starting-your-background-checks). - Remember which sign-in method you used when creating your account. - Keep your third-party accounts (Gmail, LinkedIn, GitHub) logged in with the correct email. - When in doubt, sign out completely and sign back in using your original method. - If you don't receive password reset emails, you likely used SSO to create your account. ## Need additional help If you continue to experience issues after following these steps: - Contact our team via live chat - Email us at contact@zincwork.com Our team can confirm your account information and help you get back into your account.