What to do if I cannot log in to Uku
TL;DR: If you cannot log in to Uku, start by performing a technical logout, then verify your credentials. If using password reset, only use the most recent link and avoid requesting multiple links in quick succession.
Who can do this
Any Uku user experiencing login issues
Check for active sessions
You may have an active session from a previous login that was not properly closed.
Go to https://app.getuku.com/logout to perform a technical logout.
Wait for the logout to complete. This clears any hanging sessions.
Try logging in again.
Verify your credentials
Double-check your username and ensure there are no extra spaces.
Verify your password is correct. Passwords are case-sensitive.
Make sure Caps Lock is not activated.
If you have forgotten your password, use the Forgot Password link on the login page.
Password reset: important tips
If you are 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.
Do not request multiple links in quick succession
Requesting too many reset links (3 or more) triggers a temporary security block.
This block is silent -- you will not 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 a Link Expired error, request a new link and use it right away.
Do not bookmark or save reset links for later use.
Locked out? If you have triggered the security block, follow these steps:
Stop requesting new links.
Wait 30 minutes.
Request one new reset link.
Use it immediately from the newest email.
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.
Try a different browser or device
If the issue persists, try using a different web browser (Chrome, Firefox, Safari, Edge) or try logging in from a different device. This helps identify whether the issue is browser-specific or device-specific.
Contact support
If none of the steps above resolve the issue, contact Uku support with the following details:
A screenshot of any error messages
The exact time and date of your login attempt
The browser and device you are using
Troubleshooting
"Unknown name" error on login: This usually means the email address is not registered in Uku. Verify you are using the exact email address that was used to create your Uku account.
Password reset email not arriving: Check your spam or junk folder. If you have requested multiple resets, only the latest email contains a valid link. Wait 30 minutes if you have been temporarily blocked.
Login works in one browser but not another: Clear the cache and cookies in the problematic browser, or try using a private/incognito window.
"Link Expired" error when clicking reset link: Each reset link can only be used once. Request a single new link and click it immediately from the email.