Extension troubleshooting

Cause: there is no Vault LOGIN credential with a URL matching the current tab origin, or the session lost access to the team.

• Confirm in Vault that the credential has the site URL.
• Open the popup and verify that it shows Connected.
• Reconnect the extension if the browser restarted or sat idle.

Cause: the page does not have a detectable password field, the login is inside an iframe, or the extension has not finished matching credentials.

• Click the username or password field after the page finishes loading.
• Use the extension popup as an alternate path.
• If the form is inside an iframe, use the popup or save/fill through the web app; iframes are outside the current version scope.

Cause: the session locked, the credential does not have recognized username/password keys, or the site blocks normal field updates.

• Reconnect the extension and try again.
• Confirm the credential has fields such as USERNAME, PASSWORD, email, password, usuario, or senha.
• If the site uses an unusual form, copy from Vault in the web app and file the case for support.

Cause: the authorization tab was closed, login was not approved, or the browser blocked the authorization redirect.

• Click Connect to Movitera again and keep the authorization tab open until it completes.
• Sign in to the correct Movitera account before approving.
• If browser policy blocks extensions or redirects, ask your admin to allow it.

Cause: your account has no active two-factor method, and authorizing the extension requires a recent second-factor confirmation.

• In the web app, open Settings → Profile and set up two-factor authentication: add a passkey or use Set up authenticator.
• Return to the extension and click Connect to Movitera again.

Cause: the message means "Two-factor authentication cancelled. Try again." It appears when the Verify your identity to continue dialog is closed before the second-factor confirmation finishes.

• Click Autorizar (Authorize) again on the authorization screen.
• Complete the confirmation with a passkey, authenticator app, or recovery code.

Cause: the extension only captures submits with a filled password field on a page the extension can read.

• Confirm the extension is connected before submitting the login.
• Open the popup after login; the pending save may also appear there.
• Sites with multi-step flows may require saving the credential manually in Vault.