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Fix the things that block you at the door — signup errors, the terms/onboarding redirect, password reset, Google sign-in, and a missing role or vanished saved data.
New here? The Getting started guide covers signup, choosing a role, and accepting terms end-to-end.
Signup
"I don't see my role at signup." Registration offers Buyer, Seller, Agent, Mortgage, Insurance Broker only. "Company Admin" and "CoverGuard Admin" are assigned, not self-selected — that's expected. Managing a team doesn't require the Admin persona; you run a team as the org Owner from Account → Settings → Team.
"Which signup page do I use?" There is only one: /register, whatever kind of account you need — buyer, seller, agent, mortgage or insurance broker. It asks which best describes you and tailors the rest from your answer. Email/password and Google both work. Old bookmarks to the separate agent page still land you in the right place.
"The sign-up page just says “Loading the sign-up form…”." The form needs JavaScript, and that message is what you see until it has loaded. If it stays there, refresh the page. If it still doesn't load, check that JavaScript is turned on for coverguard.io and that no extension is blocking the site, or try another browser. Already have an account? Use Back to login to sign in instead.
"The sign-in page just says “Loading the sign-in form…”." Signing in needs JavaScript too, and that message shows until the form has loaded. Refresh the page. If it stays, check that JavaScript is turned on for coverguard.io and that no extension is blocking the site, or try another browser. The same goes for the disclosures page you see right after signing up, which says “Loading the disclosures…” while it loads.
"Create account doesn't seem to do anything." It is telling you what is missing — check the top of the form. When more than one answer needs attention, a short list appears there naming each one, and the page jumps to it; select a line to go straight to the field it names. With only one thing missing, the page jumps to that field instead and the message sits directly beneath it. The most common cause is the very first question, "Which best describes you?", because once you have answered it the choice scrolls out of view — so an unanswered one is easy to miss. Nothing you have already typed is lost.
Signup failed / errored. If you used a @coverguard.io staff email, signup requires email verification before your account is active (this is intentional, so a typo can't mint an admin). Check your inbox for the "Confirm your email" message and click its button. That opens a CoverGuard page with a Confirm my email button — press it to confirm the address and sign in. If the sign-up page says it could not send your confirmation email, the account exists but no link went out: go to the sign-in page, sign in, and choose Send a new confirmation link when it tells you your email is not confirmed. For other domains, retry; if it persists, contact support with the exact error.
"Email not confirmed" when I sign in. Your account is waiting for you to confirm your address. Choose Send a new confirmation link under the message, then open the newest email and press Confirm my email. Links can take a few minutes to arrive, so check your spam folder before asking for another — you can request a few per hour.
"My confirmation link says it expired or was already used." Each link works once. The sign-in page shows a Send a new confirmation link box: enter the email you signed up with to get a fresh one. If you already confirmed, just sign in. Any property address you started with is kept on the sign-in page, so you won't have to type it again.
My company's email security opens links before I do. That's fine. The link in a confirmation email only opens a page; nothing is confirmed until you press Confirm my email yourself, so a link scanner can't use it up.
"The signup page says 'invite-only' but I'm CoverGuard staff." You don't need an invitation — the moment you enter your @coverguard.io email the invite-only notice clears and the form shows "no invitation needed". Prefer Sign up with Google? Go ahead with your @coverguard.io Google account — the invite-only notice says so too, and staff signups are always allowed (you'll still verify your email first, as above). If it still blocks you after entering the full staff address, confirm you typed the exact @coverguard.io domain (look-alikes like sub.coverguard.io don't count).
"The signup page says 'invite-only' and I'm not staff." CoverGuard is in a private rollout — accounts are created from an invitation link, not self-serve. Use the link in your invitation email, or select Request access on the /register page; a member of the team reviews each request by hand, usually within one business day, and follows up with a personal signup link. There's no need to already know a CoverGuard contact.
Both routes that button can take you to — the short access-request form and the demo booking form — ask for a property address, and both make it optional. If you typed an address before hitting the wall it is already filled in for you; edit or clear it if it isn't the one you meant. Giving it means your first search is waiting when you sign in, and that a demo is run against your property rather than a sample.
Onboarding / terms
"I keep getting sent back to the onboarding screen." You must accept terms and disclosures once before using the app. This especially affects Google sign-ins — if you authorized with Google but never accepted terms, you're redirected to /onboarding until you do. Accept them there to proceed.
"I accepted the terms before — why am I being asked again?" Our Terms of Service, Privacy Policy or NDA have been updated since you last accepted them. The onboarding screen says so at the top. The most recent update took effect on October 5, 2026 (how we use and keep your answer when you tell us whether a quote request led to a policy), so everyone who accepted before October 5 is asked once to review and accept the new versions. Before that, the October 4, 2026 update added a clearer statement of what we hold about people who contact us before they have an account, and the October 2, 2026 update brought clearer privacy, data-retention, AI and quote-request terms. Review the current versions and accept them once more; you won't be asked again until the next update. If you see a message that the documents "changed while this page was open", reload the page and accept the versions it now shows.
"The welcome walkthrough won't go away / keeps reopening." Closing it with ×, Esc or "I'll explore on my own" only hides it until your next sign-in. "Don't show onboarding again", or taking its first step, retires it for good. The line under the sign-in button tells you whether it will open this time (it appears only on the device you last signed in on, and only until you sign out there). If it keeps reappearing anyway, a demo/QA setting ("Restart Welcome Workflow on Login") may be on for your account — contact support and we'll turn it off.
"I closed the welcome and want it back." Choose Show the welcome again on the Help page (or in your account menu). It opens once, straight away, and doesn't change whether it shows on your next sign-in.
"Milestone tips keep popping up." Those are the 3-week activation tips. Dismiss ones you don't want (dismissing one doesn't suppress the others). To stop the whole drip, open a tip and choose the opt-out.
Login
"Sign in doesn't respond when I select it." Look at the top of the form and just beneath each field. If your email or password is missing or mistyped, the page says so and moves to the first thing to fix. If the details were wrong, a message appears above the form — "Invalid login credentials" usually means the email and password don't match, not that the account is missing. Either way your email stays filled in, so you only retype what changed. Selecting it twice never signs you in twice. If CoverGuard could not be reached at all, the message says that instead — "Temporarily unavailable" or "Took too long" — with a Try again button; your details stay filled in, and the same applies when you create an account, request a reset link, set a new password or accept the terms.
"Sign in has said 'Signing in…' for a long time." After about 15 seconds the form says Still working: your sign-in has not failed, it is still waiting for an answer. Leave the page open. Check service status opens the status page in a new tab so you can see whether sign-in is having trouble without stopping the attempt. Selecting Sign in again won't help while the first attempt is still running. If it doesn't finish, the form tells you what happened and offers Try again.
The same happens when you create an account, ask for a password reset link or set your new password: after about 15 seconds the form says Still working and offers Check service status. Leave the page open rather than selecting the button again — a second attempt would only send a second email or try to create the same account twice.
"My password isn't working." Reset it at /forgot-password → you'll get a reset link → set a new one at /reset-password.
"Google sign-in isn't logging me in." After Google auth, CoverGuard runs an auth callback and may route you through onboarding (accept terms) before the app. If it loops, clear the tab's site data and try once more, or use email/password instead.
"I'm signed in but a protected page bounces me to login." Every signed-in page (the dashboard, your account, saved comparisons, and the rest) requires an active session. If your session expired, sign in again — signing out then back in refreshes it. You'll be returned to the page you were headed for.
Account & role
"How do I change my role/persona?" Roles are chosen at signup and the self-serve API won't grant/demote admin roles. To change a customer persona, contact support@coverguard.io.
"My saved properties/clients vanished." They're per-user — confirm you're on the same account (check the avatar/email top-right). A downgrade keeps saved properties accessible; it doesn't delete them.
"Staff email but no admin access." Your @coverguard.io email must be email-verified (email_confirmed_at) before auto-elevation applies. Verify your email, then sign out and back in. See Admin & staff tools.
"I want to delete my account." Account → Settings → Delete Account → type DELETE to confirm. This permanently deletes your profile, saved properties, search history, generated Records, uploaded policy documents, your client connections and their messages (both sides of the conversation), and (for agents) linked client records — straight away, with no recovery window; it cannot be undone. A few things are handled differently, as the Privacy Policy explains: quote requests are business records we keep for 7 years with no link to you and your notes removed; coverage facts you shared to a property stay on it without your name; a professional you connected with keeps their client record, with your name and email removed; and we cancel your subscription and delete your billing record at our payment processor. Download your data first if you want a copy — see Download a copy of your data. If you own a company with other active teammates, deletion is blocked until you transfer ownership (Account → Team → Transfer ownership) — deleting the owner's account would otherwise take the whole company down with it. The page warns you about this before you type the confirmation.