Sign-in problems

“Incorrect email or password”

The most common error. Check:

Is the email exactly the one you registered with (case doesn’t matter, but the full address does).
Is the password exactly correct (case-sensitive, digits). Caps Lock OFF!
Passwords must be at least 10 characters and contain a lowercase letter, an uppercase letter, a number and a symbol — if yours doesn’t, you’re probably trying an old password.

If you’re sure the email + password are right but it still errors, request a new password with Forgot password? on the app’s sign-in screen or the portal’s Forgot password link. See Sign in & password management.

”Account is not confirmed”

You haven’t clicked the confirmation email from registration.

Fix:

Try signing in with the same email + password on the portal (the portal allows it).
The UI offers a “Resend confirmation email” button.
Click it, check your inbox (also spam folder).
The Verify email button activates the account.

”Account is suspended”

A rare case — we manually suspended the account:

Unpaid invoices (expired card, missed payments for months)
Security concern (suspicious sign-in)
EULA not accepted after 30 days

Fix: contact us via the portal support form. Usually unblocked within 1–2 business days.

Device limit reached

Your plan allows a limited number of computers. If you sign in on one more, the app shows “Device limit reached” with the number of Active devices and Allowed devices.

Fix — either:

Free a slot: Revoke a computer you no longer use on the portal’s Devices page, then sign in again, or
Click Buy Now to open the portal and extend your plan.

If your session is no longer valid (e.g. it was revoked on the server), the desktop app returns to the sign-in screen — there is no separate “Session expired” message.

Fix: sign in again with the same email + password.

”No internet connection”

The first sign-in (on a new device) needs internet. If it’s missing:

Check Wi-Fi / Ethernet connectivity.
Open a browser and try my.dronefield.app.
If the browser also can’t reach it, you have a network issue — escalate to your network admin.
If the browser works but the app doesn’t, a firewall might be blocking DroneField’s network calls. Whitelist *.dronefield.app.

Rare but it happens — Keychain can become corrupted (e.g. after a macOS major upgrade). Symptom: the app signs you in and immediately asks again.

Fix:

Quit DroneField (⌘Q).
Open Keychain Access (Spotlight: ⌘Space → Keychain).
Search for “DroneField”.
Delete the entries found.
Restart DroneField and sign in again.

The token is freshly written and the issue resolves.

”Firewall is blocking”

Many corporate networks run firewalls. DroneField needs to reach:

api.dronefield.app — main API (port 443/TCP)
cdn.dronefield.app — installer download (port 443/TCP)
s3.eu-central-1.amazonaws.com — intermediate cache (optional, for the installer)

Also verify in the Mac System Settings → Network → Firewall that DroneField is allowed for inbound / outbound connections.

The app launches but you see a blank / empty window.

Check whether the license agreement screen is waiting — it appears before sign-in. If it shows “The license agreement is not available”, check your internet connection and click Try again.
Quit DroneField (⌘Q) and start it again.

”Can’t open my.dronefield.app”

The portal isn’t reachable in your browser.

Try another browser (Safari, Chrome, Firefox).
Incognito / private mode — for cookie conflicts.
DNS — try pinging: ping my.dronefield.app in Terminal. If no reply, the DNS resolver has a problem.
ISP-level block — request a check, or try via mobile hotspot.

Two-factor authentication (2FA) errors

2FA is not in DroneField yet. If anyone asks you for it, you likely received a phishing email — do not enter your credentials, do not click anything, report it through the portal support form.

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