For: everyone
Find the message you see, then follow the short fix.
The two most common ones
"Email address not found" (Italian: "Indirizzo email non trovato")
Where: in Element, after clicking Forgot password and entering your email address.
What it means: Element's own password reset doesn't work on your server. Nothing is wrong with your account.
What to do:
- Team member: ask your admin to set a new password for you in the portal.
- Admin: reset a colleague's password in Settings → Users → Reset Password. For your own, use Your Matrix login → Change password on the dashboard.
- Then sign in with your username (for example
marco), not your email.
See Reset a colleague's password.
"Identity server" message when inviting by email
Where: in Element, when you type an email address into the invite box.
What it means: an identity server finds people by email. You don't need one.
What to do: close the message and invite by username: type the name (for example marco) and pick the person from the list. Everyone on your server can be found by name. For another Matrix server, type the full ID, such as @anna:matrix.org.
No account yet? Create one first: see Add your team.
A–Z
- "AI budget limit reached. You can top it up at https://matrixhost.eu/billing": the monthly AI budget is used up. Top up or wait for the reset. See AI budget.
- "All AI providers are rate-limited right now — please try again in a minute.": wait a minute and ask again. See AI assistant.
- "Cannot reach homeserver": check the server address, for example
8e43f5db6a.matrixhost.eu(dashboard → Your Matrix login → Server). See Can't sign in. - "Custom domain is already in use": choose a different domain. See Use your own domain.
- "… CNAME points to … (expected …)": your DNS record has the wrong target. See Use your own domain.
- "File too large": the limit is 50 MB per file. See Files and media.
- "Invalid username or password" (or M_FORBIDDEN): use your username, not your email, and check the password. Still failing? Reset it in the portal. See Can't sign in.
- "matrixhost.eu subdomains cannot be used as custom domains": use a domain your company owns. See Use your own domain.
- "No CNAME or matching A record found for …": the DNS record is missing or not live yet; wait and click Verify DNS again. See Use your own domain.
- "Registration has been disabled": accounts are created by the admin in the portal. See Add your team.
- "The two passwords do not match.": type the same password in both fields. See Set your password and sign in.
- "Too many requests" (or M_LIMIT_EXCEEDED): you were very fast. Wait a moment and try again.
- "Unable to decrypt" (or a message waiting for its key): this device isn't verified yet. Use another device or your recovery key. See Unable to decrypt messages.
- "Use at least 8 characters.": choose a password with at least 8 characters. See Set your password and sign in.
Still stuck?
Contact support and include the exact message and a screenshot.