If your account access has been suspended

Finding yourself locked out with no obvious reason is frustrating, particularly mid-tender. Here’s what’s happened and what to do.

Why access gets suspended

We monitor the platform for automated access — bots, scrapers, scripts and AI tools pulling data. Under our Terms of Use, the API is the only permitted route for automated or programmatic access, and bulk or systematic extraction isn’t permitted even through it.

When our monitoring flags activity that looks automated, we may restrict access immediately while we investigate. We do that without prior notice, because by the time we’ve confirmed it the data’s already moving.

It isn’t always what it looks like

False positives happen. A browser extension, an aggressive page refresh, a shared login being used by several people at once, or a tool someone on your team installed without mentioning it — all of these can look like automation from our side.

If you don’t recognise the activity, say so. That’s genuinely useful information, not a problem.

What to do

Contact support through Help > Contact Support. Two things help us move quickly:

• Tell us what you were doing when access stopped, and roughly when.

• Check with your team. Has anyone connected a tool, extension or script to E1? You may not know about it, and it’s the single most common explanation.

We’ll review the activity on the account and come back to you with where it stands.

Worth knowing

Account holders are responsible for automated access by anyone using their logins, including people and tools they didn’t personally set up. If you do have a genuine need for automated access, don’t build it and hope — talk to us first. There’s a formal written process for it, and going around it risks your access rather than extending it.

Locked out of your account

Can’t get in? Work through these in order. Most lockouts clear themselves.

First: are you locked out, or does the account not exist?

This catches out roughly half the people who contact us about password resets. If you’re not receiving a reset email, the most common reason isn’t a fault — it’s that there’s no E1 account under the email address you’re using.

Plenty of people have a work address and a personal one, or have been invited under an address they don’t check. Try the other address. If neither works, you may need to create an account rather than reset one.

Too many attempts? Wait an hour.

After several wrong password attempts we lock the account for one hour. That’s a security measure, not a fault, and nothing you do will shorten it. Make a coffee and try again.

There’s a second limit worth knowing: the email step of the login screen is rate limited to 10 attempts an hour. If you’ve been repeatedly entering an address, that can stop you before you reach the password at all.

Reset emails not arriving?

Check your junk folder first, then whitelist our address so it doesn’t happen again.

If they’re still not coming through, our email system may have suppressed your address after earlier delivery failures. We can clear that from our side — contact support and ask us to check for suppression. Fair warning: once we clear it, the queued messages can all arrive at once, so don’t be alarmed by 10 or 20 emails landing together.

Signing in with Google or Microsoft

Subbies and suppliers can sign in with a Google or Microsoft account straight from the login screen. If you’ve linked one, use that button rather than a password — a password reset won’t help, because the password lives with Google or Microsoft, not with us.

⚠️ Once your account is linked to Google or Microsoft, your email address is managed by them. It’ll show as read-only in your settings, and we can’t change it from our side either. To change your login email you’d change it with Google or Microsoft, or create a new E1 account.

Still stuck?

Contact support through Help > Contact Support in the app. Tell us the exact email address you’re trying, and whether you’re using a password or a Google/Microsoft sign-in. That’s usually enough for us to find the problem on the first reply.