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Login help – troubleshooting common access issues

Login help – troubleshooting common access issues

Can’t log in?

If you’re having trouble accessing your Holvi account, not to worry — most issues can be resolved in a few simple steps.

Below is a guide to the most common login hurdles and how to clear them. 

If you suspect your Holvi account may be compromised, read this article for further guidance: What to do if you suspect your account is compromised.
 

Quick fixes for common issues

Scenario Recommended action
Forgotten password
  • Click "Forgot password?" on the login screen or click here to receive a reset link. 
  • Make sure you’re using the correct email address!
Too many devices
  • You can link max. 5 mobile devices to your account at a time.
  • If you’ve hit the limit but have a new device, unlink your old devices to make room for a new one. 
  • Don’t have access to your old devices? Contact us and we’ll help you out.
Duplicate profiles
  • Log in to your existing profile — you can have only one Holvi user profile, but it can hold roles in multiple companies/associations.
  • Learn more: Can I open multiple Holvi accounts?
Browser/connection issues
  • Try switching between mobile data and wifi.
  • Ensure your browser is up to date. 
  • Clear your cache and cookies.
  • Try an incognito tab.
  • Try switching browsers — we recommend Chrome for maximal compatibility.
Not receiving 2FA prompt
  • Ensure your phone has a stable internet connection and your app is up to date.
  • Give it a moment — sometimes it can arrive with a small delay.
  • Try closing and reopening your app.
  • If it’s still not working, please contact us.
Invalid credentials
  • Double-check for typos or extra spaces in your email address. Note the difference between e.g. “goooglemail.com” and “gmail.com”.

1. Resetting your password

If your password isn't working, or you’ve simply forgotten it:

  1. Go to the https://app.holvi.com/register/reset/.

  2. Enter the email address associated with your Holvi account.

  3. Check your inbox for a password reset email.

  4. Follow the instructions in the email. 

Tip: If you don't see the email within 5 minutes, check your Spam or Promotions folders. The link inside the email is time-sensitive, so try to use it right away!

 

2. Issues with two-factor authentication (2FA)

We use Strong Customer Authentication to keep your money safe, which means confirming your login via the Holvi mobile app.

  • New phone?
     If you have a new device and can't access your old one to authorise the login, contact customer service.

  • Update the app: 
    Ensure you’re running the latest version of the Holvi app from the App Store or Google Play Store.

 

3. Browser and technical troubleshooting

If the page isn't loading or the "Log in" button isn't responding, the issue might be local to your computer.

  • Clear cache & cookies:
    Over time, browsers store old data that can interfere with new logins. Clearing your cache often fixes "looping" login screens.

  • Try incognito mode: 
    Open a Private/Incognito window. If you can log in there, one of your browser extensions could be interfering with Holvi.

  • Supported browsers: Make sure your browser is up to date. For the best experience, we using Google Chrome.
     

4. Account locked

 If you believe your account is locked and you cannot reset your password, please reach out to our support team.

 

Still can't log in?

If none of the above worked, we’re here to help. To help us solve the issue faster, please have the following ready:

  • The email address you use for Holvi.

  • A description (or screenshot) of any error message you see.

  • The device and browser you’re using.

👉  Contact us

  • Updated