Troubleshooting & FAQ

This page covers your TestKase account — signing in, emails, your organization, and the API. For a problem inside a product, use that product's own page:

Live — Live troubleshooting
Automate — When something is refused
Visual — Visual reference
Accessibility — Accessibility troubleshooting

Authentication Issues

I can't log in after switching between subdomains

Cause: Your browser may have stale cookies from a previous session. Fix: Clear cookies for *.testkase.com in your browser settings, then log in again.

I'm logged out when navigating between products

Cause: Authentication cookies may not be set correctly. Fix: Ensure you're accessing TestKase via the correct URLs (e.g., test-management.testkase.com, not a direct IP). Cookies only work across subdomains of testkase.com.

Cause: Stale or blocked authentication cookies. Fix: Clear cookies for *.testkase.com, then log in again. Check that your browser isn't blocking third-party or cross-site cookies for testkase.com. TestKase stores no tokens in your browser's local storage, so clearing local storage will not help.

Cause: The code is emailed, so it can land in spam, be delayed by your mail server, or be going to a different address than the one you think. Fix: Wait a minute, then check spam and any filtered or "Promotions" folder. Resend code unlocks 60 seconds after the last code was sent — before that it answers "Please wait before requesting a new OTP". If nothing arrives at all, go back to testkase.com/login and check the address you typed; a wrong address gets the same "code sent" screen. Signing in with Google or Microsoft skips the code entirely and is the fastest way in.

What the one-time code screen is telling me

Message	What happened	What to do
"The entered OTP is invalid"	Wrong digits. You get 3 attempts in total.	Retype it carefully — copy from the newest email, older codes stop working once a new one is sent.
"Too many invalid OTP attempts"	All 3 attempts used. That code is dead.	Click Resend code for a fresh one. Nothing is blocked — only that code is.
"Your OTP has expired"	More than 5 minutes passed since it was sent.	Click Resend code.
"Please wait before requesting a new OTP"	Resend is limited to once per 60 seconds.	Wait a minute and click Resend code again.
"No active OTP found for this user"	The code was already used, or the page was left open too long.	Go back to `testkase.com/login` and enter your password again to start over.
"Please verify your email before logging in"	The account exists but the signup verification link was never clicked.	Click the verification link (valid 7 days), or use Resend Invitation? on the login page.

Wrong codes never block your account — only wrong passwords do. If you keep failing at the code step, resend and try again rather than going back to re-enter your password.

My account is blocked after failed logins

Cause: Five wrong passwords in a row block the account. (Wrong one-time codes do not block it — they only invalidate that code.) Fix: Use Forgot Password? on the login page and set a new password. Completing the reset unblocks the account, and also signs you out of every other device.

The password reset link doesn't work, or I've run out of them

Cause: Reset links are single-use and expire after 48 hours; a link you already used reports "Link has expired or is no longer valid". Separately, you may request at most 5 reset links in 24 hours — beyond that TestKase answers "You have exhausted your reset limit for today". Fix: Request one link and look for it in spam before requesting another, then use it straight away. If you have hit the daily limit on a blocked account, you have to wait for the limit to roll over — or, if the address is a Google or Microsoft account, sign in with that button instead, which needs no password.

Cause: The address is on the public list of throwaway-mailbox domains. TestKase rejects those at signup. Fix: Sign up with a work or personal address you can receive mail at — you need it for the verification link and for every one-time login code afterwards.

I'm told my account or organization is suspended

Cause: TestKase has suspended the account or the whole organization. This is checked at the password step, before the one-time code, and again on every API call afterwards — so existing sessions and Personal Access Tokens stop working too. You will see one of three messages, all HTTP 403:

Message	What it means
"Your account has been suspended. Please contact your organisation owner or TestKase support."	Your individual account is suspended.
"Your organisation has been suspended. Please contact TestKase support."	The organization is suspended and you are its Owner or an Organization Admin.
"Your organisation has been suspended. Please contact your organisation owner."	The organization is suspended and you are a member.

Fix: A suspension is not the failed-login block — resetting your password does not clear it, and there is no self-service route out. Contact whoever the message names.

I can't log in — "email not verified"

Cause: You signed up but never clicked the verification link. Login is refused until the email is verified. Fix: Click the link in the verification email; it is valid for 7 days. If it has expired, use the Resend Invitation? link on the login page to send a fresh one.

Product Access

Cause: Your organization admin hasn't granted you access to that product. Fix: Contact your organization admin to enable the product for your account.

Email

I'm getting TestKase emails I didn't ask for

Cause: The weekly digest, the daily summary, the onboarding emails and product-update mail are all on by default. Fix: Open the profile menu (top-right) → Email Preferences and untick the ones you don't want; each change saves immediately. Every one of those emails also carries an unsubscribe link in its footer that works without signing in. See Email Preferences.

Email Preferences doesn't show the email I want to stop

Cause: The dialog only lists mail you are actually eligible to receive. The weekly digest and the daily summary appear only for Organization Owners and Admins whose organization pays for at least one product; onboarding emails appear only if you signed up directly rather than by invitation. Fix: If a switch isn't there, you aren't on that mailing list — the message you received is something else. Verification, one-time codes, password notices, invitations, role changes, invoices and payment failures cannot be turned off; they are account and billing records.

My daily email says there was no activity

Cause: The daily summary is sent every day, including days with nothing to report — that is deliberate, a zero day is itself the signal. Fix: Nothing is broken. If you don't want them, turn them off in Email Preferences.

Organization Management

I can't invite users

Cause: Only Owners and Admins can send invitations. Or your TMT seat quota may be exhausted. Fix: Check your role in Organization Settings. If quota is the issue, upgrade your plan or remove inactive users.

I can't access Organization Settings

Cause: Organization Settings is only visible to Owners and Admins. Fix: If you need admin access, ask your organization Owner to promote you.

API & Automation

API returns 401 Unauthorized

Cause: Your token has expired or been revoked. Fix: Generate a new Personal Access Token from the API Keys page, or log in again to get a fresh JWT.

PAT token not working

Cause: The endpoint you're calling may not support Personal Access Token authentication — some endpoints only accept a logged-in session. Fix: Check the API documentation for the supported authentication methods for each endpoint, and confirm your token hasn't expired or been revoked.

"You can create a maximum of 10 Personal Access Tokens"

Cause: Each account is capped at 10 tokens. Tokens that have passed their expiry date still occupy a slot until you delete them, so the list can look full of keys that no longer work. Fix: Delete expired or unused keys on the API Keys page, then create the new one. If you see a key named a11y-scan-session, leave it — TestKase creates it for the duration of an accessibility scan and revokes it automatically.

API returns 429 Too Many Requests

Cause: The API accepts up to 200 requests per minute; past that it returns 429 with "Too many requests. Please wait 1 minute before trying again." Creating more tokens does not raise the limit — it is not per token. Fix: Add a short pause between calls, batch where the endpoint supports it, or run your pipeline steps sequentially instead of fanning out.

Need More Help?

Support: Visit testkase.com/support to submit a support request
API Docs: Visit api.testkase.com/api-docs/public for interactive API documentation