You can't sign in — what now?
Signing in to Yuki goes through Visma Connect. Find where you are stuck below; in most cases it is fixed in two minutes.
- My password is refused, or I am asked to choose a new one
- I reach two-step verification, but it fails there
- I keep being sent back to the sign-in screen, or I get a blank screen
- I want to know whether this is an outage
Reading this in advance, while signing in still works? Then do one thing: save your back-up code. You see it when you set up two-step verification, and you only see it once. If you lose your phone later, that code is the difference between getting back in yourself and having to wait for us.
1. Your password is refused
Are you asked to choose a new password? That is not an error. Visma Connect has stricter requirements than the old Yuki sign-in. Enter your current password, then your new one twice, and click Change password. The requirements appear on screen.
Sure your password is correct? Then check whether your browser is still filling in the old one. Click the eye icon in the password field, clear it, and type your password yourself. This is the most common cause.
Can't remember your password? Use Forgot password on the sign-in screen.
2. It fails at two-step verification
On every screen that asks for your code there is a Try another way button. It lets you switch to a different method: the 6-digit code from your app, SMS if you have added a number, or your back-up code. If you get stuck, always start there.
- Your code is refused. Almost always your device clock is out of sync. Set date and time to automatic.
- No notification arrives on your phone. Notifications for the Visma Authenticator app are usually switched off. Turn them on in your phone settings, and use the 6-digit code from that same app in the meantime.
- You have lost your phone. Your back-up code gets you back in yourself. If you no longer have it, email support@yuki.be — we will send you a new code.
The full steps are in Signing in via Visma Connect fails: 2FA code, password or app lost.
3. You are sent back to the sign-in screen, or get a blank screen
Open Yuki in a private or incognito window and sign in there. If that works, the problem is data stored in your normal browser. Clear the cookies and site data (see video), close your browser completely and sign in again.
Why does this happen? If you have access to several Yuki files with the same email address and open them in the same browser, your browser sometimes keeps working with an old session. Yuki then refuses access or sends you back.
If it also fails in a private window, a browser extension may be involved, for example an ad blocker. The steps for each browser are in Visma Connect: signing in keeps going round in circles and sends you back.
4. Check whether this is an outage
If it goes wrong for everyone at your office and not just for you, check Recent reports in Yuki before creating a ticket.
Still stuck?
Email support@yuki.be with these three details, so we can look into it straight away:
- your email address and the name of your domain
- at which step it fails: your password, your code, or after that
- a screenshot of what you see