What do I do if I get the error "Your login credentials are incorrect or your account is no longer valid" in the mobile app?

Last modified date: 2026-10-02

Applicable Products

Mobile apps (iOS/Android)

Scenario

You get the error "Your login credentials are incorrect or your account is no longer valid" when trying to log in to a QNAP mobile app, such as Qfile.

Solution

Start by checking whether you can log in using the same account on your NAS's web management interface from a computer.

If you can log in via a web browser

Go to Control Panel > System > Security > Password Policy.
Check whether Require users to change passwords periodically is enabled.
If this option is enabled, change your password and then try logging in to the mobile app again.

If you cannot log in via a web browser either

This means the issue is not specific to the mobile apps. Try the following:

Confirm you're using the correct account and NAS address. If you normally sign in with a QNAP account (QNAP ID), make sure you're not accidentally entering a local NAS account's credentials, or vice versa.
If you forgot your password for the built-in "admin" account, you can reset it using the physical Reset button on the back of your NAS. This resets the admin password to its default value and does not erase your data. See How do I reset the administrator password of my NAS?
Check if your account has been temporarily locked out due to repeated failed login attempts. If another administrator has access, they can check Control Panel > Security > Network Access Protection to see if your IP address is currently blocked.
If you run third-party antivirus software on your computer (for example, Bitdefender), try temporarily disabling it or adding an exception for your NAS. Some antivirus tools have been reported to block NAS login.

If none of these steps resolve the issue, contact QNAP tech support.

Note

Resetting the admin password with the physical Reset button also resets some network and system settings to their defaults. It does not delete the data stored on your volumes.

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