If Echo will not let you in, the cause is nearly always one of a handful of small things, the wrong web address, a stray character in the password, or sign-in details your browser saved incorrectly and now refills on every attempt. Work through the checks below in the order they appear. They are ordered by how often each one turns out to be the answer.
Echo shows the same message, Please complete the required fields, no matter why a sign-in failed. A wrong password, a mistyped email address, the wrong ministry's web address and an account that has been removed all look exactly the same on screen. The message is not a hint, so do not read anything into it.
[NEEDS: screenshot of the Echo sign-in page showing the red "Please complete the required fields" banner above the form, with the browser address bar visible. Kara already has this screenshot.]
Check the web address first
Every ministry has its own Echo web address, and your account exists on one ministry only. Echo works out which ministry you belong to from the address in your browser, and then looks for your account there. Sign in at a different ministry's address and Echo will not find you, even when your email address and password are perfectly correct.
This is the most common cause and the easiest one to miss, because the sign-in page looks identical at every address.
Use the exact address you were given when your account was created. The link in your invitation email is the safest one to use.
If you serve with more than one ministry, you have a separate account at each address, each with its own password. The same email address on two ministries is two different accounts, not one.
If the address is wrong altogether, you will get a "page not found" error rather than a sign-in form. That is a clue, not a fault.
Use the email address on your account
The first field is labeled Username or email, but Echo only signs you in by email address. A username will not work, however it is spelled.
It has to be the email address your account was created with. If you have both a personal address and a ministry address, your account is on one of them, and the other will never work, no matter how many times you try it.
Capitalization does not matter here.
Maria@example.organdmaria@example.orgboth reach the same account.The address itself has to match. A nickname, an alias, or the same name at a different domain is a different address as far as Echo is concerned.
Not sure which one it is? Find the invitation email Echo sent you. Whichever inbox it arrived in is the address on your account or contact your ministry supervisor.
Type the password by hand
Passwords in Echo are case-sensitive. Grace2026 and grace2026 are two different passwords, and only one of them will let you in.
Check that Caps Lock is off. On a phone, check that the keyboard has not capitalized the first letter for you.
Watch for a space at the start or the end. If you copied the password out of an email or a message, a trailing space usually comes with it, and it counts as a character.
Echo passwords are at least eight characters long. If what you are typing is shorter than that, it is not your Echo password.
The password field hides what you type, so a typo is invisible. If you are not sure what you are actually entering, type it into a note on your phone or computer first, where you can read it back letter by letter, then type it into Echo and delete the note.
Clear the sign-in details your browser saved
This is the one that makes people think their account is broken. If a wrong email address or a wrong password was saved in the browser at some point, the browser refills it every time the sign-in page loads. Every attempt then fails in exactly the same way, and it never gets better, because the same wrong details are being sent every time. It looks like Echo is refusing a correct password, and it is not. It is never seeing the correct password.
The fastest way to find out whether this is what is happening:
Open a private or incognito window in your browser. A private window ignores everything the browser has saved.
Go to your ministry's Echo address in that window.
Type your email address and password by hand and sign in.
If that works, the saved details are the problem, and they need clearing:
Go back to your normal window and open the sign-in page.
Click into the email field and delete everything in it, including anything the browser filled in for you.
If a saved suggestion drops down under the field, remove it there. In Chrome and Edge, highlight the suggestion with the arrow keys and press
ShiftandDeletetogether.Do the same in the password field.
Type both by hand and sign in. When the browser offers to save them, let it. This time it is saving the right ones.
If the browser keeps filling them back in
The entry is stored in the browser's own password manager and has to be deleted there. Open your browser's settings and find its saved passwords, then delete every entry for your Echo address.
Chrome and Edge, the password manager in the browser's settings menu.
Safari, Settings, then Passwords.
Firefox, Settings, then Privacy and Security, then Saved Logins.
If you use a separate password manager such as 1Password, Bitwarden or your phone's built-in one, check there too. It may be the one doing the filling.
Reset your password
If none of the above gets you in, reset the password. Use the Forgot Password? link on the sign-in page.
Go to your ministry's Echo address and click Forgot Password? The reset looks for your account on whichever ministry's address you are at, so this has to be the right address too.
Enter the email address on your account and submit it.
Open the email from Echo and follow the link. Check your spam or junk folder if it has not arrived within a few minutes.
Set a new password of at least eight characters.
Echo returns you to the sign-in page. Sign in with the new password.
Echo tells you that instructions have been sent whether or not it found an account for that address. So the confirmation on screen is not proof that you typed the right address. If no email arrives, that is the real signal: either the address is not the one on your account, or you are at the wrong ministry's web address.
Two further things about the reset:
The link in the email works once. If you need another, request another reset.
You can request at most three resets for the same email address in twelve hours. After that Echo stops sending them and tells you the limit has been reached. Wait, or ask your ministry supervisor to set a password for you.
[NEEDS: screenshot of the Forgot Password screen with the email field, taken on a demo tenant]
If Echo asks you for a code
If your password is accepted and Echo then asks for a code, nothing has gone wrong. That is two-factor authentication, and your ministry may have turned it on for everyone. Echo emails the code to the address on your account, check your spam folder if it does not appear.
See 2-Factor Authentication for how it works and how to use an authenticator app instead.
Other messages you might see
Two messages mean something different from a failed sign-in, and neither is anything you can fix from the sign-in page.
"This tenant is no longer active." Your ministry's Echo account is not currently active, so nobody there can sign in. Reach out to your ministry supervisor if you believe this is a mistake.
A maintenance page. Echo is being worked on. Try again shortly; nothing is wrong with your account.
When to ask your Echo administrator (Ministry Supervisor)
If you have worked through everything above and it still will not let you in, the account itself may be the reason. Echo shows the same message for an account that has been removed as it does for a mistyped password, so you cannot tell the difference from the sign-in page.
Ask the Echo administrator at your ministry to confirm three things:
The account still exists and has not been removed.
The exact email address on it.
The web address for your ministry.
They can also set a new password for you, which sidesteps the reset email entirely.
Repeated failed attempts do not lock your Echo account. If you have tried ten times, the eleventh is no more likely to be refused than the first, but it is no more likely to succeed either, so it is worth stopping and working through the checks above instead.