I Can't Login to Mattermost

If you're having trouble logging into Mattermost, we understand how frustrating that can be. Here's what you need to know—and what you can do next.

Mattermost is Self-Managed

Mattermost is designed to give organizations full control over their data and infrastructure. This means that many Mattermost instances are self-managed, and the servers are operated by the organization using the software—not by Mattermost, Inc.

As the company behind the software, we do not have access to our customers' servers or user accounts, and we are unable to reset passwords or grant access to any self-managed instances.

What You Can Do

If you're locked out or unsure of your login details, the best course of action is to reach out to your internal Mattermost administrator. In most organizations, this is typically someone on your IT team. They can help with:

• Password resets
• Account recovery
• Login troubleshooting
• Identifying whether you should have access

If you’re not sure who to contact, try reaching out to your IT helpdesk or manager—they can usually point you in the right direction.

Not Sure if You're Using a Self-Managed or Cloud Instance?

Here’s a quick tip:
If your Mattermost URL looks like this — yourcompany.cloud.mattermost.com — you’re likely using Mattermost Cloud, our hosted service.

If you’re using Mattermost Cloud and are unable to log in:

• First, try reaching out to your organization’s Mattermost administrator or IT team—they may be able to assist or identify the issue.
• If needed, your admin can contact Mattermost Support directly for further troubleshooting.

For security and privacy reasons, we can only work with verified administrators of the instance.

We hope this helps you get reconnected quickly! If you need help figuring out whether you're using a self-managed or cloud instance, your internal IT team is the best place to start.