To ensure the highest level of protection for your account and customer data, Airship enforces strict, automated security policies. While these measures are essential for safeguarding your platform, they can occasionally cause friction during the login process.
If you are unable to access your Airship account, please review the following security protocols and troubleshooting steps.
Account Security Policies
Airship employs several automated security measures to prevent unauthorized access. Please be aware of the following policies when managing your credentials.
- 90-Day Password Expiration: For security reasons, all user passwords automatically expire every 90 days. You will be prompted to create a new password when this period elapses.
-
Failed Attempt Lockout: To protect against brute-force attacks, accounts are automatically locked for 1 hour after 5 consecutive failed login attempts (this includes both incorrect passwords and failed Multi-Factor Authentication/MFA prompts).
Best Practice: If you are unsure of your password, please initiate a password reset before you exhaust your 5 attempts to avoid this mandatory 1-hour lockout. - 24-Hour Password Cooldown: Once a password has been changed, it cannot be changed again for a full 24 hours.
Common Login Issues & Solutions
1. Verifying Your Data center (Region)
The most common cause of a failed login is attempting to access the wrong regional environment. If your account credentials are not recognized, verify that you are on the correct portal for your project's hosting region. If you are unsure which cloud your company uses, please reach out internally to your team administrator.
- US Cloud: Log in at https://go.airship.com/accounts/login/ (or select the "US" flag icon in the top right corner of the login page).
- EU Cloud: Log in at https://go.airship.eu/accounts/login/ (or select the "EU" flag icon in the top right corner of the login page).
2. Single Sign-On (SSO) Users
If your organization requires SSO to access Airship, standard password recovery will not work because you do not have an Airship-specific password. Please access Airship directly through your organization's designated SSO login portal, or through the specific URL given by your admin. If you are unable to log in via SSO, please reach out internally to your organization's IT or administrative team for assistance.
3. Resetting Your Password
If you have verified your data center and are not an SSO user, you can manually reset your credentials.
Note: The password reset process will not work if your account currently falls under one of the Account Security Policies outlined above. If you are in a 1-hour failed attempt lockout or a 24-hour password cooldown, you will need to wait for the time frame to expire before you can successfully reset your password.
- Navigate to the login page for your designated region.
- Enter your username (email address) and click the Forgot password? link to initiate a password reset.
- Follow the instructions sent to your email to establish a new password.
Note: In case your account was never fully activated, the system will automatically redirect you to the recovery page to complete your setup.
4. Multi-Factor Authentication (MFA) Issues
If you have verified your data center, your password is correct, and you are not in a temporary security lockout, your issue may be related to Multi-Factor Authentication.
If you have lost access to your MFA device or are unable to pass the MFA prompt, please contact Airship Support to request an MFA reset. You may also be asked to verify your identity. When submitting your ticket, please specify that you require an MFA reset so we can assist you promptly.
5. Resending Activation Emails
If you recently joined Airship but never completed the initial account setup—or if your original activation link has expired—you can trigger a new activation email using the Account Recovery page.
- US Cloud Recovery: https://go.airship.com/accounts/recovery/
- EU Cloud Recovery: https://go.airship.eu/accounts/recovery/
Simply enter your email address at the link above, and the system will send a fresh activation link to your inbox.
Important Security Notice
To protect your account and data, Airship utilizes automated security protocols. If your account triggers a lockout or cooldown, the standard procedure is to wait for the specified timeframe to expire. These measures are in place to prevent unauthorized access, and following these automated windows is the most secure way to regain access to your account.