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What to do if I cannot log in to Uku

Tips if you get an error "Unknown name"

Rain avatar
Written by Rain
Updated this week

If you're experiencing login issues with Uku, please follow these troubleshooting steps:

1. Check for active sessions

You may have an active session from a previous login that wasn't properly closed.

  • Go to https://app.getuku.com/logout to perform a technical logout

  • This will clear any hanging sessions

  • Try logging in again after the technical logout

2. Verify your credentials

  • Double-check your username - ensure there are no extra spaces

  • Verify your password is correct - passwords are case-sensitive

  • Make sure Caps Lock is not activated

  • If you've forgotten your password, use the "Forgot Password" link

3. Password Reset – Important Tips

If you're using the "Forgot Password" feature, follow these rules to avoid getting locked out:

Use only the MOST RECENT link

  • Each new password reset request invalidates all previous links

  • If you requested multiple reset emails, only the last one will work

  • Check your inbox for the newest email and use that link

Don't request multiple links in quick succession

  • Requesting too many reset links (3+) triggers a temporary security block

  • This block is silent – you won't receive an error message

  • If blocked, wait at least 30 minutes before trying again

Each link works only once

  • Once a password reset link is clicked, it expires immediately

  • If you see "Link Expired" error, request a new link and use it right away

  • Don't bookmark or save reset links for later

What to do if you're locked out:

  1. Stop requesting new links

  2. Wait 30 minutes

  3. Request ONE new reset link

  4. Use it immediately from the newest email

4. Clear browser cache and cookies

  • Clear your browser's cache and cookies for the Uku website

  • Restart your browser completely

  • Try logging in with a fresh browser session

5. Try a different browser or device

  • If the issue persists, try using a different web browser (Chrome, Firefox, Safari, Edge)

  • Alternatively, try logging in from a different device

  • This helps identify if the issue is browser or device-specific

6. Contact support

If none of the above steps work:

  • Take a screenshot of any error messages

  • Note the exact time and date of your login attempt

  • Contact Uku support with these details

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