Can't sign in to the Provei dashboard
If you can’t sign in, use Esqueceu a senha? (Forgot your password?) or contact support. Below are the most common messages on the sign-in screen. If you can sign in but don’t see some areas of the menu, the reason is your role on the account or a feature that isn’t active.
Check in this order
Section titled “Check in this order”-
Wrong email or password.
Email ou senha incorretos. Confira e tente de novo. (Wrong email or password. Check and try again.): use the same email that received the invitation and make sure Caps Lock is off. If you don’t remember the password, click Esqueceu a senha?.
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Too many attempts.
Muitas tentativas de login. Aguarde um instante e tente novamente. (Too many sign-in attempts. Wait a moment and try again.): wait a few minutes before trying again.
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The password reset email didn’t arrive.
Check your spam folder and make sure you used the email from the invitation. For security, the screen shows the same message whether or not an account exists for that email.
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Este link não vale mais.
Este link não vale mais. (This link is no longer valid.) means the link to create your password has expired or was already used. Click Pedir novo link (Request a new link) and use the most recent link you receive. This also applies to the invitation link.
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The invitation didn’t arrive.
Ask the person to check their spam folder. If it isn’t there, the account owner can use Redefinir senha (Reset password) on that person’s row in Conta › Equipe (Account › Team) and send the temporary password through a secure channel. See Invite and manage your team.
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Can’t sign in right now.
Não foi possível entrar agora. Tente de novo em alguns instantes. (Couldn’t sign in right now. Try again in a moment.): wait a little and try again. If it keeps happening, contact support.
I signed in, but some areas are missing
Section titled “I signed in, but some areas are missing”| What’s missing | Why | What to do |
|---|---|---|
| Plano e créditos (Plan and credits) and Equipe (Team) | Only the account owner sees these screens. Invited people don’t. | Ask the account owner. |
| The Créditos (Credits) card on the Início (Home) screen | It’s also owner-only. | Ask the owner to check the balance. |
| Desenvolvedor (Developer) | This feature is turned on by Provei. | Contact support to turn it on. |
| Studio, Video Commerce or one of the try-ons | The menu only shows what’s active on the account. | Contact support. |
Some actions stay owner-only, even on screens the team can see: connecting or changing the WhatsApp account (Tallos) and connecting Google Analytics.
Still not solved?
Section titled “Still not solved?”Contact support by email at suporte@provei.ai or on WhatsApp at +55 11 5296-0168. Send:
- the email you use to sign in;
- your store link;
- a screenshot of the message on the sign-in screen.
Never send your password, the temporary password or API keys. Support doesn’t need them.
Frequently asked questions
Can I create an account on the website?
No. Accounts are created by invitation. The store owner gets access from Provei and invites the team in Conta › Equipe (Account › Team).
Can I use the same email for two stores?
No. Each email can belong to only one account. If you invite an email that already has an account, you see Este e-mail já tem uma conta na Provei. Use outro. (This email already has a Provei account. Use another one.)