Can’t sign in

If mello says Wrong email or password., a mail app keeps asking for your password, or you forgot it, go through these checks.

Check what you type

Your full address, such as you@mello.mx, at mail.mello.mx.
Your password. Passwords are case-sensitive: check Caps Lock and your keyboard layout. The eye in the password field (Show password) shows what you typed.
A saved password. Your browser or password manager may fill in an old one. Type it yourself once.

Reset a forgotten password

If you set a recovery address and confirmed it, you can choose a new password yourself:

On the sign-in page, choose Forgot password?.
Enter your mello address and choose Send reset link.
Open the link in the mail that arrives at your recovery address.
Enter a new password twice and choose Set password and sign in.

The link works once, within 1 hour. If you ask again, the newer link replaces the older one, so use the most recent mail. A link that’s used, replaced or expired shows This link no longer works: choose Ask for a new link.

mello gives the same answer whatever address you enter, so it doesn’t say whether a link went out. If nothing arrives, check the spam folder at your recovery address. After 3 requests in an hour for the same account, mello sends no more links for a while, without saying so.

The new password follows the same rules as a change, and signs out the same browsers and apps: see sign in and manage your password.

A new account

If you were invited but didn’t finish, there’s no account yet: open the invite link and choose Create account first. An invite works once and expires; if yours did, ask whoever invited you for a new one. See get started.

Mail apps

Mail, calendar and contact apps use your full address as the user name, and the same password as the webmail. mello has no app passwords. If your password changed, enter the new one in each app. The server settings are in set up other apps.

Too many attempts

After 10 wrong passwords, mello stops checking for a while, even when the next one is right.

In the webmail, it says Too many failed attempts. Try again in 15 minutes. Wait, then try again.
In mail apps, after 10 failed sign-ins within an hour from the same network, sign-ins from that network are refused for up to an hour.

A phone or computer with an old password saved keeps trying in the background. Fix the password there, or turn off its mello account while you wait.

A wrong current password in Settings, when you change your password or your recovery address or delete your account, counts as a failed sign-in too.

No recovery address

Without a confirmed recovery address, you can’t reset your password yourself. If your address belongs to an organization, ask its admin to set a new password for you. Otherwise write to hello@mello.mx from another address, say which mello address it’s about, and we’ll help you get back in.

Once you’re back in, set a recovery address.