# Login problems

> What to do when you cannot get into Narciso or you are logged out: password, blocks, white page, SMS that does not arrive, shift ended, unsupported screens.

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/problemi-di-accesso/

This entry collects the most common problems at login and while working. Each heading matches what you see on the screen. If nothing below solves it, contact support (see [Support](https://narciso.io/en/docs/assistenza/)), having the business name ready and, for the owner, the VAT number.

## «Ho dimenticato la password» (I have forgotten my password)

Type the nickname, wait for the password field to open and press **Password dimenticata?** (Forgot password?). Recovery uses WhatsApp. If it does not start, team members ask the Titolare (owner) and the Titolare asks support (see [Password](https://narciso.io/en/docs/password/)).

## «Il mio account è bloccato» (My account is blocked)

«Account bloccato per troppi tentativi falliti. Riprova tra 30 minuti.» (Account blocked for too many failed attempts. Try again in 30 minutes.) appears.

1. Do not keep trying: during the block even the right password is rejected.
2. Wait 30 minutes.
3. Log in with the correct password. A successful login resets the count of errors.
4. If you suspect someone is trying to get in with your nickname, tell the Titolare.

With «Dispositivo bloccato per troppi tentativi falliti. Riprova tra 30 minuti.» (Device blocked for too many failed attempts. Try again in 30 minutes.) the attempts were made with nicknames that do not exist: check that you are typing the nickname and not the email, and wait 30 minutes. Neither the Titolare nor the Responsabile (manager) can unblock an account.

## «Il modulo di accesso è sfocato e non si può scrivere» (The login form is blurred and I cannot type)

The anti-robot check was not passed or did not load. Wait a few seconds, reload the page (F5 key), disable the browser extensions that block content and check the connection.

## «Vedo una schermata completamente bianca» (I see a completely white screen)

The white page with no text has two possible causes.

- **Device security check**: Narciso did not consider the device suitable. No message appears. Try reloading the page, disabling VPNs, proxies or extensions that alter the browser's behaviour, and opening Narciso from another computer or browser. If it stays white, contact support from another device, stating device, browser and time.
- **Temporary loading error**: reload with F5.

If instead a card with «Qualcosa è andato storto!» (Something went wrong!) appears, see below.

## «Dispositivo non autorizzato» (Device not authorised)

The text is: «Questo dispositivo è stato disattivato per motivi di sicurezza. Contatta l'amministratore se ritieni sia un errore.» (This device has been deactivated for security reasons. Contact the administrator if you think it is a mistake.). You cannot solve it yourself: contact support from another device. After reactivation the device is recognised again at the next start.

## «Controllo di sicurezza non completato» (Security check not completed)

It appears with the text «Non riusciamo a raggiungere il server. Controlla la connessione e riprova.» (We cannot reach the server. Check the connection and try again.) and the **Riprova** (Try again) button. Check the connection (see [Internet connection](https://narciso.io/en/docs/connessione-a-internet/)) and press **Riprova**.

## «Verifica di sicurezza» (Security check) with the Continua button

See [Security check for too many requests](https://narciso.io/en/docs/limite-di-velocita/).

## «Connessione momentaneamente interrotta» (Connection temporarily interrupted)

Narciso is re-establishing the connection to the server by itself («Riconnessione automatica attiva» (Automatic reconnection active)). The data entered has not been lost. Wait or press **Riprova ora** (Try again now).

## «Qualcosa è andato storto!» (Something went wrong!)

This is the unexpected-error card: «Si è verificato un errore imprevisto. Il team è stato informato.» (An unexpected error has occurred. The team has been informed.). The program has already sent the report. There are three buttons:

- **Contatta l'assistenza** (Contact support) opens WhatsApp with a ready-written message;
- **Riprova** goes back to the screen and tries again;
- **Torna alla home** (Back to home) takes you to the calendar.

## «Il codice SMS non arriva o non funziona» (The SMS code does not arrive or does not work)

1. Check that the prefix and number are right and that the phone has a signal.
2. Wait a minute and press **Non l'hai ricevuto? Invia di nuovo** (Didn't receive it? Send again).
3. With «Troppi tentativi: rifai il login.» (Too many attempts: log in again.) go back to the login page and start again.
4. With «Numero non raggiungibile via SMS» (Number not reachable by SMS) use a mobile phone; with «Errore nell'invio del codice. Riprova.» (Error sending the code. Try again.) try again and, if it persists, contact support.

All the messages are in the entry [Phone verification by SMS](https://narciso.io/en/docs/verifica-del-telefono/).

## «Sono un Operatore e non riesco a entrare, o il turno è terminato» (I am an Operatore and cannot get in, or my shift has ended)

- With «Non hai un turno attivo in questo momento: puoi accedere solo durante il tuo turno.» (You do not have an active shift at the moment: you can log in only during your shift.) there is no shift under way: you can get in from 30 minutes before the start.
- The end-of-shift logout is automatic and intended (see [End of shift](https://narciso.io/en/docs/fine-turno/)).
- If you think the shift was removed by mistake, tell the Responsabile or the Titolare, who will check the Turnazione (shift roster).

## «Accesso Richiesto da Desktop» e «Ruota il tablet» (Desktop Access Required and Rotate the tablet)

Narciso requires a large, landscape screen (see [Device requirements](https://narciso.io/en/docs/requisiti-del-dispositivo/)).

- «Accesso Richiesto da Desktop» appears on screens that are too small, such as smartphones: switch to a computer or a large tablet.
- «Ruota il tablet» appears when the tablet is in portrait: «Questa applicazione è ottimizzata per l'orientamento orizzontale. Ruota il dispositivo per continuare.» (This application is optimised for landscape orientation. Rotate the device to continue.). If it does not rotate, turn off the rotation lock.

## «Sono stato riportato alla pagina di accesso senza spiegazioni» (I was taken back to the login page without explanation)

It can happen when:

- the session expired or was closed by a login with the same nickname on another device;
- the Titolare changed the person's password or role, or deactivated or deleted their account;
- the business is suspended;
- the device was blocked;
- the location you were working on was deactivated by the Titolare.

Try logging in again; if the login succeeds but after a moment you are logged out again, contact the Titolare or support. For details see [Session and logging out](https://narciso.io/en/docs/sessione-e-uscita/).

## «Sono stato scollegato mentre lavoravo e non è fine turno» (I was logged out while working and it is not the end of my shift)

Check that nobody has logged in with the same nickname from another computer and that nobody has changed the password or role. Then log in again.

## «Vedo "Un'ultima cosa: il tuo regime IVA"» (I see "One last thing: your VAT regime")

The screen cannot be skipped and only the Titolare can answer (see [Tax configuration](https://narciso.io/en/docs/configurazione-fiscale/)).

## «Compare "Operazione riservata..."» ("Operation reserved..." appears)

The role does not allow that action: ask the Responsabile or the Titolare (see [Roles and permissions](https://narciso.io/en/docs/ruoli-e-permessi/)).

## «Sono uscito mentre lavoravo nel Designer» (I logged out while working in Designer)

**Esci** (Log out) does not ask for confirmation, even with Designer open. Work that was already saved can be found in **Designer ▸ Riprendi lavoro** (Resume work); the latest changes, made in the 5 seconds before logging out, may be missing. Before logging out, wait for «Salvato alle …» (Saved at …) (see [Session and logging out](https://narciso.io/en/docs/sessione-e-uscita/) and [Designer](https://narciso.io/en/docs/designer/)).

## Related entries

- [Login page](https://narciso.io/en/docs/pagina-di-accesso/)
- [Password](https://narciso.io/en/docs/password/)
- [Phone verification by SMS](https://narciso.io/en/docs/verifica-del-telefono/)
- [Session and logging out](https://narciso.io/en/docs/sessione-e-uscita/)
- [Support](https://narciso.io/en/docs/assistenza/)