Login & Account Access Issues

Two-Factor Authentication (2FA) Issues

Can't Access Account After Enabling 2FA

If you've set up Two-Factor Authentication and are unable to access your account from pCloud Drive or pCloud Mobile, ensure you're running the latest version of the pCloud app. Two-factor authentication requires the most recent app versions to function properly.

Lost Access to 2FA Code

If you no longer have access to your Multi-Factor Authentication (MFA/2FA) code, you'll need to contact pCloud support for assistance in recovering your account access.

Changing 2FA Method

To switch between authentication methods (e.g., from Google Authenticator to SMS or vice versa):

1. Open my.pcloud.com from a desktop device
2. Navigate to Settings > Security
3. Disable your current Two-Factor Authentication configuration
4. Re-enable 2FA with your preferred method

Note: Currently, you can only choose one method to receive security codes. SMS backup for Google Authenticator is not available at this time.

Invalid Phone Number During 2FA Setup

If you entered an invalid phone number when setting up Two-Factor Authentication, simply go back and restart the setup procedure with the correct number.

Login Problems with Desktop App

Can't Log In from Windows Desktop App

If you're experiencing login issues with the pCloud desktop app for Windows, try the following troubleshooting steps:

• Verify your login credentials are correct
• Check your internet connection
• Update the app to the latest version
• Restart the application and try again

Manual Login Required at Every Startup

If you have enabled "Start pCloud on system startup" but still need to manually log in each time, this is likely because you're using social login (Google, Facebook, or Apple ID). The "Remember me" option does not currently work with social logins.

Solution:

1. Log out of your account
2. On the login form, enter your email address
3. Click Continue and enter your password
4. If you've never created a regular password, use the "Forgot password" option to generate one

Note: To stay logged in automatically, use your email and password instead of social logins (Google, Facebook, or Apple ID).

Verification Email Issues

If you didn't receive your verification email:

1. Check your spam or junk folder
2. Add team@pcloud.com to your email address book
3. Request to resend the verification email

Password and Account Recovery

How to Change Your Password

To change your pCloud account password:

1. Log in to my.pcloud.com
2. Click on your account avatar
3. Navigate to Settings > Security
4. You'll be required to re-enter your current password for security reasons
5. Follow the prompts to set your new password

Creating a Password for Social Login Accounts

If you created your account using Google, Facebook, or Apple ID and need to set up a regular password:

1. Go to https://my.pcloud.com/#/login
2. Enter your email address
3. Click the Forgot password button
4. Follow the password reset process to create a new password

New Login from Different IP

If you receive a notification about a login from a different IP address, this is a security feature. pCloud notifies you when your account is accessed from a new location or device. If this wasn't you, immediately change your password and enable Two-Factor Authentication.

Security Best Practices

Still Having Issues?

If you continue to experience login or account access problems after trying these solutions, please contact pCloud support with the following information:

• Your account email address
• The specific error message you're receiving
• The platform you're using (Windows, Mac, Linux, Web, Mobile)
• Screenshots of the issue (if applicable)