🎬 Watch the 30-second video: People: How to help a member who can't log in
This article helps church staff troubleshoot a member who can’t log in. My Gracely login is passwordless: the member enters their email or phone number and receives a 6-digit code by email or text message — there are no passwords.
Step-by-step troubleshooting
1. Check the person exists in People
Go to People in Gracely.
Search by name or email to confirm they’re added.
2. Confirm the correct email or phone number is attached
Make sure their email is present, spelled correctly, and unique (not shared with another profile).
Members must log in with the same email the church has on file. A different email won’t match.
To log in with a phone number, that number must be on the member’s profile. Each person should have their own number.
3. Fix typos and formatting
No extra spaces.
No capital letters in the domain (
@Gmail.Com→@gmail.com).Must be a real email (not blank or fake).
Common in-app messages and fixes
“No church access found for this email address. Please check your email or contact your church administrator.” → The email isn’t matched to your church in People. Add or correct it.
“No church access found for this phone number. Please check it or contact your church administrator.” → The phone number isn’t matched to your church in People. Add or correct it on the member’s profile.
“Please contact your pastor for access to the church portal.” → The member needs portal access from your church.
No login code received → The email may be missing, mistyped, or the code is in the Spam/Junk/Promotions folder. Confirm the email and tap Resend code.
No text received → Check the number on the profile, including the country code for numbers outside the US. Then have the member tap Resend code.
“Incorrect code. Please check and try again.” → Re-enter the 6-digit code carefully.
“Code expired. Please request a new one.” → Tap Resend code and use the newest one.
💡 Tip: If email keeps failing, have them try their phone number, and the other way round.
If the email belongs to more than one church
If the same email exists at more than one church, the app shows a “Select your church” step after the code is verified. The member picks the right church to open.
After fixing it
Ask the member to reopen the app and try again.
If needed, have them delete and reinstall the app.
Still stuck? Contact us at [email protected] for advanced help.