This article helps church staff troubleshoot a member who can’t log in. My Gracely login is passwordless: the member enters their email and receives a 6-digit code by email — 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 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.
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.
“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.
“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.
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.