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Account Activation Troubleshooting & FAQ

Overview

This article provides troubleshooting steps and answers to common questions about activating and managing your Office Timeline Online subscription. For technical questions, contact our support team at support@officetimeline.com.

A) Troubleshooting
B) Frequently Asked Questions

A) Troubleshooting

I'm having trouble with my email confirmation code.

During account creation or first login, you may be asked to enter a code to confirm your email address.

What to do:

  1. Open the email from Office Timeline
  2. Copy the confirmation code
  3. Return to the login screen
  4. Enter the code and continue

If you don't receive the confirmation email:

  • Check your spam and junk folders
  • If your organization filters external email, your IT team may need to allow messages from Office Timeline
  • Your License Manager can resend the invitation if needed

If your code expires: Restart the login flow to generate a new code, then try again.

I can't log in or I'm seeing the Free plan after logging in.

The most common cause is logging in with the wrong email address. Your license is tied to a specific email — using an alias or a different address will not show your paid access.

Example: Assigned to: firstname.lastname@company.com Logged in with: flastname@company.com

Even if both addresses reach the same inbox, they are treated as different accounts.

What to do:

  1. Log out of Office Timeline Online
  2. Log back in using the exact email address your license was assigned to
  3. If you're unsure which email was assigned, contact your License Manager or support@officetimeline.com

My Microsoft or Google work account won't authenticate.

Your organization's security policies may block third-party authentication. If Microsoft or Google sign-in does not work:

  1. Log in using Login with Email instead
  2. Ask your IT team to approve Office Timeline in Microsoft Entra ID (for Microsoft sign-in)

After approval, Microsoft or Google sign-in should work normally.

[CAUTION] If a Microsoft login is attempted before IT approval is in place, it will not work. If you are unsure whether approval has been granted, use Login with Email first.

I changed my email address and lost access to my premium features.

Changing your email address releases your license as a security measure. To regain access:

  • If you are the License Manager: Log in with your new email, go to the Subscriptions page, and reassign the license to your new email address.
  • If someone else manages your license: Contact your License Manager and ask them to assign your new email to your seat.

For full details, see What happens if I change the email associated with my account?

I can't access my account and need to recover it.

If you're locked out of your account, see Recovering your Office Timeline Online account for step-by-step guidance. If you're still unable to regain access, contact us at support@officetimeline.com.

B) Frequently Asked Questions

How does activation work for individual users?

Individual users log in to Office Timeline Online with the email address their license was assigned to. Once logged in, premium access is activated automatically. For detailed steps, see How to activate your Office Timeline Online subscription.

How does activation and license management work for multi-user accounts?

The License Manager assigns seats by entering each user's email on the Subscriptions page. Users activate their subscription by logging in to Office Timeline Online with the email assigned to them. All seat assignments, updates, and renewals are managed centrally by the License Manager.

What IT settings may be required for Microsoft or Google sign-in?

If your organization uses Microsoft or Google accounts, IT may need to approve Office Timeline as a third-party application. This is typically done through Microsoft Entra ID (formerly Azure Active Directory) or your organization's Google Workspace admin console. Once approved, users can sign in using "Continue with Microsoft" or "Continue with Google."

In which countries are Office Timeline and its partners located or processing personal data?

Office Timeline and its partners currently process personal data in the United States, Romania, and India. The specific list may vary depending on which partners and services are used.

Where is Office Timeline's customer personal data stored?

All customer data is stored securely in the United States.

What personal data does Office Timeline collect?

Office Timeline collects basic information needed to create and manage your account. This includes your name, email address, IP address (recorded during purchase and login events), and billing address. For individual (B2C) purchases, we also collect your first name, last name, company name, and role.