This article covers every problem that stops you getting into your WiseStamp account, whether you are signing up for the first time or trying to log back in. Find the symptom that matches what you are seeing, follow the steps in that section, and contact our support team if it is still not resolved.
Start here: match your symptom
Most login problems in WiseStamp are not browser problems. Find the symptom closest to what you are seeing, then go to the section named in the right column.
What you are seeing | Most likely cause |
You are asked to buy a plan, or your account shows as free or expired, even though you already pay for WiseStamp. | You are signed in with a different email than the one your subscription is under, you are in your personal space, or your subscription has lapsed. See You are asked to buy a plan you already have. |
You are sent to the pricing page every time you log in. | Your subscription has lapsed. See You are asked to buy a plan you already have. |
Your password is definitely correct, but you get "incorrect username or password". | Your account may have no password, because it was created with Google or Facebook. See You signed up with Google or Facebook. |
You see "Please contact us" when you enter your email to sign up. | A WiseStamp account already exists on that email address. See "Please contact us" when you try to sign up. |
WiseStamp keeps asking you to create a new account or set everything up again. | There is no WiseStamp account under the email address you are entering. See You are not sure which email your account is under. |
You see "No account was found", "User not found", or "Employee not found". | The email address you entered does not match an account, or you are an employee signing in to the wrong place. See Are you an admin or an employee? |
A different email address you have used says it belongs to another account. | That address is registered to a separate WiseStamp account. See A different email of yours belongs to another account. |
You request a login code or password reset email and it never arrives. | You may not have a password at all, the account may be under another email, or your mail provider may be filtering our emails. See Your login code or reset email never arrives. |
You log in, but your employees or signatures are missing. | You are looking at your personal space instead of your company space. See Your employees or signatures are missing after you log in. |
Gmail or the WiseStamp extension keeps asking you to sign in, even though you are already signed in. | The Chrome Extension has lost its connection to your account. See The Chrome Extension keeps asking you to sign in. |
The page will not move forward. You see a blank screen, an endless spinner, or it reloads to an earlier step. | This is a browser-side problem. See The page will not load or move forward. |
Are you an admin or an employee?
Whether you are an admin or an employee decides where you sign in, and it is the most common reason a login attempt fails. WiseStamp has two separate sign-in places, and they are not interchangeable.
If you are not sure which one you are, ask yourself this: did you set up the WiseStamp account yourself and choose the plan, or did someone at your company set up your signature for you?
Admins and account owners sign in to the web app
Account owners and admins are the people whose email addresses were set up as account logins. If that is you, sign in at webapp.wisestamp.com/login with your email and password, or with Continue with Google if you signed up that way.
Employees sign in to the Employee Hub
If someone at your company set up your signature for you, you are an employee on that account. Employees do not sign in to the WiseStamp web app, and employees do not have a web app password. This matters because a password reset email will never arrive for you, no matter how many times you request one. There is no password to reset.
To manage your signature as an employee:
Go to hub.wisestamp.com.
Enter your work email address.
Enter the 4-digit code that is emailed to you.
For more about what you can do there, see Employee Hub.
Which code should you be waiting for?
WiseStamp sends two different codes, and each one belongs to a different sign-in page. A code from one page will not work on the other, so it is worth knowing which one you should be expecting.
A 6-digit code is sent when an admin or account owner resets a password at webapp.wisestamp.com. You use it once, on the password reset screen, to set a new password.
A 4-digit code is sent when an employee signs in at hub.wisestamp.com. You use it instead of a password, every time you sign in.
If you are signing in to the Employee Hub, the code you receive will always be 4 digits. If you are resetting a WiseStamp web app password, the code you receive will always be 6 digits. If the code that arrives is not the length you expected, you are on the wrong sign-in page for your account.
Your Employee Hub is empty
If you sign in to the Employee Hub and it is empty, or it says you have no assigned signature, an admin on your account has not yet added you or assigned you a signature. Ask your WiseStamp admin to do that.
You are an employee and you need admin access
If you need to manage the account rather than just your own signature, an existing admin has to grant you access. Ask them to click the Profile icon, select Account Users, and then choose Add a user.
You signed up with Google or Facebook
If you are certain your password is right and you still get an "incorrect username or password" message, your account may not have a password at all. Accounts created with Continue with Google or Continue with Facebook have no password, so typing an email and password will always fail for them.
The error message looks exactly like an ordinary wrong-password error, so the message itself will not tell you. The clue is how you originally signed up. If you do not remember ever setting a WiseStamp password, this is very likely the cause.
Sign in the same way you originally signed up:
Go to webapp.wisestamp.com/login.
Click Continue with Google. This is the most common, so try it first.
If that does not work, click Continue with Facebook, or whichever provider you think you used.
Your Google or Facebook password is not your WiseStamp password. Entering it in the WiseStamp password field will not work. Use the Continue with Google or Continue with Facebook button instead, which takes you to that provider to sign in.
A different email of yours belongs to another account
If you can sign in normally, but a different email address you have used in the past says it belongs to another account, or no longer works for your signature, that address is registered to a separate WiseStamp account. It cannot be added to the account you are currently using while another account owns it.
The email you actually sign in with is not affected. Your signature and settings stay on that account.
If you do not need anything from the other account, keep using the email you normally sign in with.
If you need the other account instead, sign in to it directly using its own password, or use Forgot password? on the login page. That account already owns the email address in question.
If you need to keep the information from both accounts, contact our support team and include both email addresses. Combining two accounts is done manually.
If you decide to move to another account, make sure you no longer need anything from the one you are leaving. Deleting an account cannot be undone.
"Please contact us" when you try to sign up
If you entered your email on the WiseStamp signup form and got a message saying "Please contact us", or the form will not let you past the email step on any device or browser, this means a WiseStamp account already exists on that email address. The signup form blocks duplicate accounts, but does not always say so clearly.
Log in instead of signing up:
Go to webapp.wisestamp.com/login and enter the same email address.
If you originally signed up using Google, click Continue with Google rather than entering a password.
If you do not remember your password, click Forgot password? and follow the steps in Forgot Your Password.
You want to start over with a new account on the same email
To sign up again with the same email address, you first have to delete the existing account. See Delete Your WiseStamp Account. Deleting is permanent, and any signatures, templates, or team data on that account are removed, so make sure you no longer need anything on it.
You are asked to buy a plan you already have
Being asked to purchase a plan, seeing your account marked as free or expired, or being sent to the pricing page at login usually has one of three causes. Work through them in this order.
Your subscription is under a different email address
If you have more than one email address, your subscription may be attached to one you are not currently signed in with. This is the most common cause. See You are not sure which email your account is under below.
You are in your personal space
Your personal space and your company space are separate. If you are in your personal space, you will not see your company plan, your employees, or your company signatures. Switch to your company space and check again. See Your employees or signatures are missing after you log in.
Your subscription has lapsed
A subscription can lapse after a failed automatic renewal. When that happens, WiseStamp asks you to choose a plan before you can use the account again.
Two things are useful to know in this situation:
Signatures that were already installed in your email program keep working. They stop receiving updates, so any change you make will not reach them. This is why a lapsed subscription often looks like a login or syncing problem rather than a billing one.
If the only things you can see are the upgrade screen and Log out, your Profile and Plan & Billing pages are not reachable. You cannot check or restart your subscription yourself from that state, and you cannot delete the account yourself either. Contact our support team and we will sort it out with you.
If you can reach your settings, your plan details are behind the Profile icon in the top corner, under Plan & Billing. See Plan & Billing Overview.
You are not sure which email your account is under
Often a login problem is not a password or browser issue at all. It happens because you have more than one email address, and your WiseStamp account or subscription is tied to a different one than you are trying to use. There is no self-serve page that shows which email your account is under, but these checks will usually find it.
Search all of your inboxes for WiseStamp emails. Search every email account you own for messages from WiseStamp. Look for a receipt, invoice, or welcome email. The inbox that received them is almost always the email your account is under. Check Spam, Junk, and Promotions folders too.
Check your payment records if you have a paid plan. Look in your bank or card statement, or your PayPal history, for a WiseStamp charge. The email tied to that payment is often the email on your subscription.
Check whether you have more than one Google account. If you sign in with Google, you may have created your WiseStamp account under a different Google account than the one you are using now. Click your profile picture in the top right of Gmail to see all the accounts you are signed into, and try each one.
Confirm how you originally signed up. See You signed up with Google or Facebook above.
If you have tried all of these and still cannot find the account, contact our support team. We can look it up for you. If you have been charged, include the last four digits of the card, the card expiration date, the date of the charge, and the PayPal transaction ID if you paid through PayPal, as these let us find the account by payment rather than by email.
Your login code or reset email never arrives
If you are waiting on a verification code, a login code, or a password reset code and the email does not arrive, it is most often being filtered by your email provider. Work through these in order.
Check whether you should have a password at all. Employees do not have a web app password, so no reset email will ever arrive for them. See Are you an admin or an employee? above.
Search your whole mailbox, not just the inbox. Search Inbox, Spam, Promotions, Junk and any custom labels. WiseStamp sends from two addresses, so search for both [email protected] and [email protected]. The subject line is WiseStamp Account Access Instructions. If you find it in Spam or Promotions, mark it as Not Spam or move it to your inbox so future emails arrive correctly.
Wait 5 to 10 minutes and check again. These emails are usually instant, but your email provider can delay them.
Check that you typed your email address correctly. Look for common typos such as gmial.com instead of gmail.com, or a space at the end of the address.
Click Resend code, then wait 1 to 2 minutes. The signup, login and password reset screens each have a Resend link below the code entry field.
Ask your IT team to allow our sending domains. If your company uses Google Workspace or Microsoft 365 with strict filtering, your IT administrator may need to allow both news.wisestamp.com and care.wisestamp.com in your organization's email security policy. Allowing only one of them will still leave some WiseStamp emails blocked.
If you are signing up for the first time, try a different inbox. Using a personal address confirms whether the problem is email delivery or the account itself. Skip this step if you are trying to log back in to an existing account.
If you have tried all of these and the email still has not arrived, contact our support team rather than requesting more codes. Tell us the exact email address you are trying to sign in with. There are causes on our side that you cannot see or fix yourself, and we can check those for you.
Making sure future emails arrive
Add [email protected] and [email protected] to your contacts. This helps verification codes, login codes, password reset codes, billing receipts and account notices reach your inbox rather than your spam folder.
Your employees or signatures are missing after you log in
If you log in successfully but your employee list is empty, or your company signatures are not there, you are almost certainly looking at your personal space rather than your company space. Your personal space holds only your own signatures. Your company space holds your employees, your company signatures, and your company plan.
Switch to your company space using the space selector at the top of the navigation panel, then check again.
If you are in the right space and employees are still missing, see Organization Settings.
The Chrome Extension keeps asking you to sign in
If Gmail or the WiseStamp Chrome Extension keeps prompting you to sign in even though you are already signed in to WiseStamp, the extension has lost its connection to your account.
First, check which Chrome profile you are using
The extension has to run in the Chrome profile signed in with the same email address as your WiseStamp account. If you use more than one Chrome profile, or more than one Google account, check that the profile you are browsing in matches the email your WiseStamp account is under. A mismatch here causes a repeating sign-in prompt.
Then reset the extension
Complete all five steps. Removing the extension without reinstalling it will not fix the prompt.
Open Chrome and go to
chrome://extensions/.Find the WiseStamp extension and click Remove.
Log out of your WiseStamp account, then log back in.
Install the WiseStamp Chrome Extension again.
Refresh Gmail, then accept the pop-up that asks whether you would like to use your signature with your email.
For more about the extension, see WiseStamp Chrome Extension (Legacy Free/Legacy Pro/Pro+).
The page will not load or move forward
This section is for when the page itself is stuck, rather than your sign-in being rejected. It applies if you see a blank screen, an endless spinner, or the page reloading back to an earlier step, and if the address still shows /v1/onboarding, /v1/onboarding-completed or /v1/login after you click submit.
If you are being told your details are wrong, or you are being sent to the pricing page, this is not your problem. Go back to Start here: match your symptom at the top of this article.
Refresh the page once.
Clear your browser cache and cookies, then try again. See Clear Cache for browser-specific instructions.
Open the page in an incognito or private window. This rules out extensions and stale cached data in one step.
Try a different browser. If you are using Safari, try Chrome. If you are using Chrome, try Edge or Firefox.
Turn off ad blockers and privacy extensions, then try again. Tools like uBlock Origin or strict tracker blockers can block the page's submission request.
The Continue button does not respond on your phone
If you have filled in the signup form on a mobile device and tapping Continue does nothing, the button may be sitting underneath the chat icon in the corner of the screen. This is a known display issue on smaller screens.
Rotate your phone to landscape. This usually moves the button clear of the chat icon.
Complete signup on a desktop or laptop browser instead. This does not happen on desktop, and you can go back to using WiseStamp on mobile afterwards.
Try a different mobile browser.
Still cannot get in?
If none of the sections above match, or you have worked through the relevant one and you are still blocked, contact our support team. Including these details up front will get you a resolution faster:
A screenshot of the exact error you are seeing
The email address you are trying to use
Whether you are signing up for the first time or trying to log back in to an existing account
The browser and device you are using
If you have an existing account and cannot get in, say so explicitly. It changes which checks we run first.