To sign in to Bitrix24, enter your login and password. This helps protect company data and gives employees access to tasks, chats, and other tools. This article covers common questions about authentication in Bitrix24.

Why the "A user with this email already exists" error appears

Error. When you invite an employee to Bitrix24, you may see the error "A user with this email already exists."

Cause and solution.

• The email is already used as a login by another employee
• The email is listed in the Contact email field in another employee's profile.

If the email is used as a login. To invite an employee with an email that is already taken, do this:

1. Sign in to Bitrix24 Network profile with the email you want to use. Click Edit next to the Email field.
2. Enter a new email address and save the changes.
3. Confirm the new email address.
Change Bitrix24 login or password

If the email is used as a contact email. Update the email address in the employee's profile.

1. Open the employee's profile and click Edit.
2. Enter a different email address in the Contact email field and click Save.

Why invitation or password recovery emails are not delivered

Cause. The email may have gone to Spam or Promotions.

Solution.

1. Check your Spam and Promotions folders
2. If the email is not there, add your Bitrix24 address and domain no-reply@bitrix24.ru to the trusted senders list in your email service.
3. For password recovery, request a new link. You can send another request after 60 seconds.
4. For invitation emails, ask someone to send you a new Bitrix24 invitation.
   Invite new users to Bitrix24

How long a Bitrix24 session lasts

In a browser, a session lasts 24 minutes after your last action. If you stay inactive longer, the session ends. Unsaved data may be lost, but you do not need to sign in again. You stay authenticated. Authentication resets only if you sign out of your Bitrix24 account manually or clear browser cookies.

If you keep working in Bitrix24, the session extends automatically.

In Bitrix24 Messenger, the session also extends automatically while you work.

What to do if you lost the phone with your two-factor authentication app

1. Sign in to Bitrix24 with your backup codes.
   Enable two-step authentication for Bitrix24 login
2. If you do not have backup codes, ask your Bitrix24 administrator to temporarily turn off two-factor authentication for your account. Then sign in with your login and password.
3. Install a one-time code generator app on your new phone.
   Configure two-factor authentication on a new phone

Why the event history shows logins from IPs that are not on the allowed list

Login records from IPs outside the allowed list do not always mean the restriction is not working. This can happen for a few reasons:

• An integration uses REST API on behalf of an employee. In the event history, this appears as a login to Bitrix24.
• An employee was already signed in to the mobile app before IP restrictions were applied. After the data updates, the employee gets a notification about the block. To keep working in Bitrix24, they need to sign in from an allowed IP.
• An employee may get a notification about IP access restrictions and still see a successful login in the event history.
  Event log
  Restrict access to Bitrix24 by IP address

Why the mobile app keeps showing a CAPTCHA prompt

Cause. This can happen if you enter the wrong password 10 times in the mobile app.

Solution. If you have already signed in to the mobile app before, clear the saved authentication data and sign in again.

1. Open the mobile app. In the list, find the Bitrix24 account you need, swipe the row to the left, and tap Delete.
2. Tap Sign in and enter your login and password again.
   Log in to the Bitrix24 mobile app

If you have never used the mobile app before, first check your login and password in a browser. Then try to sign in to the app again.

How to fix the "Invalid login or password" error

• Make sure you entered the password correctly. If the password does not work, recover it.
  Recover Bitrix24 password
• Make sure your login is correct and has no typos. If you do not remember your login, contact your Bitrix24 administrator.
  What to do if you forgot your Bitrix24 login or password
• Check your keyboard layout and make sure Caps Lock is off

Why the "This employee is not in Bitrix24" error appears

Error. When you confirm an email, accept a Bitrix24 invitation, or try to sign in, you may see the error "This employee is not in Bitrix24."

Cause. This error can appear for several reasons:

• You are signed in to the wrong account