Unable to log in

If you’re having trouble logging in, please try the following solutions. If none of these work, or if you need any help working through the options, please get in touch.

Check that you are using the right login page

If you are using the current version of The Novel Factory, the correct page for logging in is here. A similar page exists for the legacy version of the software. If you are having problems logging in, please first check that you are using the right login page.

Check your internet connection

Although you can use The Novel Factory offline, you will need an internet connection to log in. If you are having problems logging in, please check that you have a working, stable internet connection.

Try refreshing or hard refreshing your browser

Many modern software woes are caused by caching. Caching means your browser keeps some data in memory. This is great, because it means things can move a lot faster, but sometimes it will try to use incorrect or outdated information – and this can cause problems.

Because of this, if you’re having trouble logging in, one of the first things to do is to refresh or even hard refresh your browser to see if that helps. Alternatively, you can click here – this will clear the cached version of the app and redirect you to the login page to log in fresh.

Check the time and date on your machine

If the time and date settings on your machine are not accurate, the login authentication can fail. This often happens when users try logging in on a brand new device

How you check this will vary depending on your device, but on most computers you can click or right click the clock in the bottom right-hand corner of your screen.

Try logging in on a different browser

It’s possible that there are add-ons or extensions in your browser which are interfering with the software. Logging in using a different browser (e.g. using Edge if you usually use Chrome, or Chrome if you usually use Firefox) can help work out if this is the issue. For more information on add-ons, click here.

Try logging in on a different machine

It’s possible that there is something running on your device which is preventing the software from working properly. If you have access to a different device, see if you are able to log in successfully on that. This will help us to isolate the problem.

As always, if you need support with the software, please don’t hesitate to contact us – we’re always happy to help.