What's happening?
You try to sign to https://my.sophos.com but you encounter the message:
"The email address or password you entered is incorrect or the account does not exist"
This usually means:
- - The email or password doesn’t match what we have on file.
- - Or, the account hasn’t been created yet.
What to do?
Before moving forward, double-check that:
- You’re entering the correct email address.
- Your email address has been verified. (Look for the confirmation email and click the link if you haven’t already. Check our article Email address confirmation ).
Option 1 - Reset your Password
- Click on the Forgot password? link on the sign-in page
-
Enter the email address linked to your Sophos Home account, then click Send Link.
- A password reset email will be sent from no-reply@mail.home.sophos.com
- If you don’t see it, check your spam/junk folder and adjust your email settings to allow messages from this address.
- You can also whitelist no-reply@mail.home.sophos.com per your email provider's settings.
-
Click the Reset Password button in the email.
- Still not working? Try another web browser, sometimes browser issues can interfere.
- Still not working? Try another web browser, sometimes browser issues can interfere.
-
Create a new password and click Update.
- Need help choosing a strong password? Check out our Guide to Strong Passwords
Option 2 - Use SSO to access your dashboard
If Direct Access (SSO) is enabled, you can access your dashboard using the Sophos Home program installed on your computer:
- Windows: Double click on the Sophos Home shield >>click on Dashboard.
- Mac: Click on the Sophos Home shield >>click on ... >> click on Manage Devices.
Option 3 - Recover your account using MFA
If you have enabled MFA (multi factor authentication), follow these steps to regain access to your account: MFA -Multi-Factor Authentication Recovery