# Login and account issues

Source: Tender Navigator Knowledge Base, https://tendernavigator.com/knowledge-base/login-and-account-issues (canonical HTML). Category: Troubleshooting. Published 2026-09-08, last updated 2026-09-08.

> Most Tender Navigator sign-in problems are a wrong or forgotten password (reset it from the Sign in page), an email address that has not been confirmed with the six-digit code, or a session that expired after seven days. A dashboard showing only Results, My Lists, Subscription and Account means no plan is active.

## "Wrong email or password"

- Check that you are using the address the account was created with. Partner registrations and regular signups use the same accounts; there is no separate partner login.
- Use **Forgot password?** on the Sign in page to reset the password through an emailed link. See [Signing in, passwords and sessions](/knowledge-base/signing-in-and-sessions).
- Signing in with Google or Microsoft is not available; use the email and password.

## Sent back to "Confirm your email"

The account's email address has not been confirmed. Enter the six-digit code from the email, or press **Resend code**. Until it is confirmed, every dashboard page returns to this step. If you no longer have access to that mailbox, **Back to sign up** lets you register again with another address.

## The confirmation code does not arrive

Check the spam folder, wait a minute, then press **Resend code** (a short cooldown applies between resends). Make sure the address on the confirmation page is spelled correctly; if it is not, use Back to sign up.

## Signed out unexpectedly

Sessions last seven days; an expired session signs you out and a dashboard page asks you to sign in again. Nothing is lost. If it happens far more often, your browser may be clearing site data between visits.

## The dashboard shows only four pages

Results, My Lists, Subscription and Account without the Pre-search tool or Filters means **no plan is active**. Open Subscription and use **Activate a plan**. This happens after a cancellation takes effect, after a failed renewal, or when checkout was not completed. See [Plans and what they include](/knowledge-base/plans-and-limits).

## Subscribed, but the plan does not show

Right after checkout the Subscription page confirms the activation for up to a minute. If it says the payment is still being processed, reload a little later. See [Subscribing to a plan](/knowledge-base/subscribing-and-checkout).

## The name or country is wrong

Edit them on the **Account** page. The country there is the account country used for settings and partner content; it does not affect what you can search.

## Deleting or merging accounts

There is no self-service deletion or merge. Contact the team through the [Support](/support) page or legal@synergysoft.ch.