This guide provides documentation for AWS Wickr. For Wickr Enterprise, which is the on-premises version of Wickr, see [Enterprise Administration Guide](https://docs.aws.amazon.com/wickr/latest/enterpriseadminguide/what-is-wickr.html).
# Troubleshoot login and registration issues
This section helps you troubleshoot common login and registration issues with AWS Wickr. If the steps below don't resolve your issue, contact your Wickr network administrator.
**Topics**
+ [Before you begin](#troubleshoot-enduser-before)
+ [Common login issues](#troubleshoot-enduser-common)
+ [Registration issues](#troubleshoot-enduser-registration)
+ [Reset your password](#troubleshoot-enduser-password-reset)
+ [Collect logs for your administrator](#troubleshoot-enduser-logs)
+ [Desktop keychain or secure store errors](#troubleshoot-enduser-keychain)
## Before you begin
Verify the following before troubleshooting:
+ You are using the correct Wickr product for your organization: **AWS Wickr**, **AWS WickrGov** (GovCloud), or **Wickr Enterprise** (self-hosted). Ask your administrator if you're not sure.
+ You are running a supported client version. To check, open Wickr and choose **Settings**, **About**. To update, see [Check for updates](https://docs.aws.amazon.com//wickr/latest/userguide/updates.html).
+ Your device meets [system requirements](https://docs.aws.amazon.com//wickr/latest/userguide/system-requirements.html).
+ Your internet connection is active.
## Common login issues
### "Incorrect password" or credentials rejected
1. Check for typos, extra spaces, and caps lock.
1. If your organization uses SSO (Okta, Microsoft Entra ID, or another identity provider), reset your password through your SSO portal – not through Wickr.
1. If you don't use SSO, see [Reset your password](#troubleshoot-enduser-password-reset).
1. If the issue persists, contact your Wickr network administrator.
### "Cannot reach server" or connection errors
1. Verify your internet connection is active.
1. Try switching networks – use cellular data instead of WiFi, or vice versa.
1. If you are on VPN, try disconnecting temporarily.
1. Restart the Wickr app.
1. If the issue persists on a corporate network, contact your network administrator – Wickr may be blocked by a firewall or proxy.
### "Account not found" or "User not found"
1. Verify you are signing in to the correct Wickr product (AWS Wickr vs. WickrGov vs. Enterprise).
1. Verify your username or email is entered correctly.
1. Contact your Wickr network administrator – your account may need to be re-added to the network.
### "Account suspended"
Your account has been suspended, either by your administrator or due to multiple failed login attempts.
+ If suspended due to failed login attempts, wait 24 hours for automatic unlock, or try resetting your password (see [Reset your password](#troubleshoot-enduser-password-reset)).
+ Contact your Wickr network administrator to lift the suspension.
### Login fails on mobile but works on desktop
1. Verify you are entering the correct password.
1. Try cellular data – disable WiFi and try again. If cellular works but WiFi doesn't, the issue is your network configuration.
1. Check that Wickr has necessary device permissions.
1. Uninstall and reinstall AWS Wickr from your app store.
**Note**
Reinstalling deletes local message history.
## Registration issues
### "This user belongs to a different network"
1. Verify you are using the correct client: **AWS Wickr** for commercial, **WickrGov** for GovCloud, or **Wickr Enterprise** for self-hosted.
1. Download the correct client from the [AWS Wickr downloads page](https://aws.amazon.com/wickr/download/).
1. If you're not sure which product your organization uses, contact your administrator.
### Email verification not received
1. Check your spam or junk folder.
1. Verify the email address you entered is correct.
1. Return to the login screen and choose the option to resend the verification email.
1. If you still don't receive it, contact your administrator – your organization's email filters may be blocking emails from AWS Wickr.
## Reset your password
**Note**
If your organization uses SSO (Okta, Microsoft Entra ID, or another identity provider), reset your password through your SSO portal – not through Wickr.
**Important**
Resetting your Wickr password is a **full account reset**. This action permanently deletes all local message history, removes you from all rooms, and clears your device registration. You will need to be re-invited to any rooms you previously participated in. This action cannot be undone. Only reset your password if you have exhausted all other options (verify caps lock, check saved passwords, try another device). If you are unsure, contact your network administrator before proceeding.
For Wickr-managed accounts (non-SSO):
1. On the Wickr login screen, choose **Forgot password?**
1. Enter the email address associated with your account.
1. Check your inbox for a password reset email. Check spam/junk folders if not received within a few minutes.
1. Choose the password reset link in the email. The link expires after 24 hours.
1. Enter and confirm a new password that meets your organization's complexity requirements.
## Collect logs for your administrator
Your administrator or AWS Support may ask you to collect logs. Follow the steps for your platform.
### Desktop
If you can access the Wickr menu:
1. Open Wickr and choose the menu (☰), then **Support**, **Support Logging**.
1. Toggle on **Allow Support Logging**.
1. Reproduce the issue.
1. Return to **Support** and choose **Save Logs**. Send the file to your administrator.
If you can't reach the menu – for example, if the issue occurs before sign-in completes – launch the client with the `-logging` flag:
+ **macOS:** Open Terminal and run:
```
"/Applications/WickrPro.app/Contents/MacOS/WickrPro" -logging
```
+ **Windows:** Open the context menu for the AWS Wickr shortcut, choose **Properties**, then the **Shortcut** tab. Append `-logging` to the **Target** path (outside the quotation marks). Launch the shortcut.
+ **Linux:** Open a terminal and run:
```
/opt/AWS\ Wickr/AWS\ Wickr -logging
```
### Mobile
1. Open Wickr and choose **Settings**, **About**, **Export All Logs**.
1. Send the exported log file to your administrator.
## Desktop keychain or secure store errors
Wickr uses your operating system's secure credential store (Credential Manager on Windows, Keychain on macOS, or Secret Service on Linux) to protect your login credentials. If you see errors related to the keychain, secure store, or saved credentials, try the following steps in order.
1. **Restart the Wickr client.** Close Wickr completely and reopen it. This resolves most one-time keychain access failures, including "SYSTEM SECURITY DELAY" prompts.
1. **Sign out of and back into your operating system.** Log out of your OS user session (not Wickr) and log back in. This resolves issues caused by password changes, OS updates, sleep/wake cycles, or fast user switching.
1. **Restart your device.** A full restart clears transient session state that can prevent Wickr from accessing the secure store.
If the issue persists after all three steps, the problem is with your device's credential store rather than Wickr. Contact your IT team or refer to your platform's documentation.
**Note**
If other applications on your device also have trouble accessing saved credentials, the issue is with your operating system's credential store or an enterprise policy — not with Wickr. Contact your IT administrator.