In this article, learn how to troubleshoot the most common issues with logging in to Splash on the web or through the Splash Host app for mobile.
On this page:
Check the splashthat domain (.com or .eu)
Before you attempt any troubleshooting, be sure that you're logging in to Splash through the right domain:
- splashthat.com/login for accounts created in the US data region
- splashthat.eu/login for accounts created in the EMEA data region
If you're on the Splash Host App on iOS or Android, use the toggle in the upper right-hand corner to switch between the AMER and EMEA data regions.
Unsure of what region your account was created in? Submit a case and the Splash support team will get back you.
Know if your team uses single sign-on (SSO)
If your team has a paid plan with Splash, consult with your admin to know if you should be logging in to Splash through single sign-on (SSO).
Click Organization Login on the Splash log in page on desktop or on the Splash Host app for mobile to access SSO.
Link: Learn more about setting up and logging in to Splash using single sign-on.
Confirm your login credentials
Don't fall victim to a pesky extra space. Check to make sure you entered your email and password correctly with no additional spaces -- especially if you copied and pasted.
Splash passwords are case sensitive and must be at least eight characters in length.
Warning: For security purposes, users that receive too many failed login attempts must wait at least 1 hour before attempting to log in again. Splash support is unable to change this security requirement.
If you were invited to join an existing team on Splash, you can confirm the email address you should be using by searching your inbox for an email with subject line "Invitation to join" from email@example.com.
Verify your email address
After you sign up for a Splash account, the final step is to verify your email address.
Search the inbox associated with your Splash account for an email with the subject "Verify your email address" from firstname.lastname@example.org. This email includes a verification link you'll need to click.
If you missed this step in the signup flow, you can always re-trigger a verification email by logging in with your Splash credentials.
Note: Be sure to click the verification link on the same device you used to register or log in. For instance, if you log in on your desktop computer you'll need to click the verification link on that same desktop computer.
Reset your Splash password
Look out for an email with the subject line "Splash Password Reset" from email@example.com for a link to reset your password.
Pro Tip: If you're still having trouble logging in with the new password, try clearing your browser's cache and cookies -- it's the best way to wipe your slate clean.
If you're already logged into Splash and you want to reset your password:
- From your Events Dashboard, click your name in the upper right-hand corner.
- Click the Settings tab.
- Enter your current password.
- Then enter your new password and confirm.
- Click Update Password.
Submit a case if you aren't receiving the reset password email or if you need more help.