When something goes wrong
The app says my server address is wrong or I cannot sign in. What should I check?
Most sign-in problems come from the server setting, a small typo, or using the wrong password. Check these few things one by one.
Most sign-in problems are small and easy to fix. Go through these checks in order.
Check 1: Is the app set to Self-hosted?
The Bitwarden app starts out pointing at Bitwarden's own server. Your vault is on ours, so it cannot be found there.
- On the first screen of the app, look for words like "Logging in on: bitwarden.com".
- If it says bitwarden.com, bitwarden.eu, or anything other than our address, tap it.
- Choose Self-hosted.
- In the Server URL box, type https://secure-vault.dankore.com.
- Tap Save.
Check 2: Is the address typed exactly right?
Look at the Server URL box slowly, letter by letter.
- It should be exactly https://secure-vault.dankore.com.
- Make sure there is no space at the start or end.
- Make sure it is not our main website, https://vault.dankore.com. That one is for billing and settings.
Check 3: Is the email right?
Use the email address your invitation was sent to. On the Family plan, this is the email the payer added for you.
Check 4: Are you using the right password?
There are two passwords, and it is easy to mix them up.
- The master password opens your vault in the app. Use this one in the app.
- The account password is for our website, https://vault.dankore.com. It does not work in the app.
If you forgot your master password, see I forgot my master password. If you forgot your account password, see I forgot my account password.
Check 5: Small things
- Check Caps Lock is off on a computer.
- Check you are connected to the internet.
- Close the app fully and open it again.
- Make sure the app is up to date in the App Store or Google Play.
Have you joined yet?
You can only sign in after you press Join in your invitation email and choose your master password. If you have not done that, see the invitation email did not arrive.
Is your vault paused?
If a payment has not gone through for 14 days, the vault is paused and nobody can sign in. Nothing is deleted. Check your billing page.
Try signing in at https://secure-vault.dankore.com in a web browser. If that works, the problem is only the app's server setting.
If none of this helps, email us at [email protected] or book in-person help.