Trouble signing in?
The five things that usually go wrong, and what to do about each.
My verification code never arrived
Check spam and quarantine first — codes come from security@project-xdemo.com and expire after 10 minutes. Request a new one from the screen you were on.
My account is locked
Five failed attempts lock an account for 15 minutes. Wait it out, or reset your password — a completed reset unlocks it.
I lost my authenticator device
Use a recovery code from when you enrolled. If none are left, EC-Council must re-enrol you — that needs an identity check and cannot be done over email alone.
My email domain isn't recognised
No organisation is registered against it yet, so your sign-up goes to EC-Council to verify — usually within one business day. You'll be emailed when it's done.
I don't know if my organisation is registered
Sign up with your work email. EC-Council reviews every new registration before it can see an organisation's data.
Still stuck?
Quote the reference below so support can track your case.
AUTH-3DC1-59BCSupport can verify your identity and unlock an account, but will never confirm whether an email address is registered.