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Logging In

Accessing our Leap is straightforward and secure, thanks to our use of Magic Links and One-Time Passwords (OTPs). Magic Links provide an effortless login experience, eliminating the need to remember passwords.

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Remember to use the magic link promptly after receiving it, ensure your internet connection is stable, and follow any specific instructions provided in the email containing the magic link. If the problem persists after following these guides, there might be an issue with your account, and our support team will be the best point of contact to resolve it.

In the rare instance that you encounter difficulties with Magic Links, we've prepared this user-friendly guide to assist you through the login process, ensuring you gain access quickly and efficiently.

Troubleshooting: Not Receiving the Login Email​

If you're experiencing issues with receiving the login email from no-reply@aip.media, here are some steps to troubleshoot and resolve the problem:

  1. Check Your Inbox: Firstly, confirm that the magic link email hasn't been overlooked in your main inbox.
  2. Spam/Junk Folder: Emails can occasionally be mistakenly filtered into spam or junk folders. Please inspect these folders to locate the email.
  3. Email Delivery Delays: Email transmission isn't always instant. There may be a slight delay, so we recommend waiting a few minutes and then rechecking your inbox.
  4. Institutional Spam Filters: If you're part of an organization, your IT department may have a corporate spam filter that could inadvertently block our emails. In such cases, liaise with your IT team to ascertain if the email is being blocked and to seek a resolution.
  5. Add to Address Book: As a preventive measure, add no-reply@aip.media to your address book. This action often helps in recognizing the sender as trusted, reducing the chances of emails being filtered as spam.

By following these steps, you should be able to successfully receive the login email and access Leap.

If you're having trouble with the magic link not working, here are some steps to follow:

  1. One-Time Use: Magic links are valid for a single use only. If you've already used it, it won't work again and you'll need to request a new one. Make sure the link you;re using is the latest one you've been sent.
  2. Expiry Period: Magic links expire after 30 minutes for security reasons. If more than 30 minutes have passed since you received it, please request a new magic link.
  3. Device Consistency: To ensure a smooth login process, use the same device to request and open the magic link.
  4. Clear Cache & Cookies: Browser caches can interfere with the login process. Try clearing your browser's cache and cookies:
  1. Logout and Reset: If your session seems stuck, go to leap.aip.media/logout to clear any existing sessions and then try the magic link again.
  2. Network Restrictions: Company or public network restrictions might block the Magic Link. Try a different network or a personal device. If the link works elsewhere, contact your IT department to check for any internal restrictions to Leap.
  3. Email Client Issues: Sometimes, email clients such as Outlook may reformat or proxy the magic link URL, which can affect its functionality. To circumvent this issue, try copying the URL directly from the email and pasting it into your browser's address bar. This ensures that the correct and unaltered URL is being used for logging in.
  4. Browser Issues: Try using a different web browser or an incognito/private browsing window. Browser settings or extensions can sometimes interfere with the OTP process.
  5. Temporary Login Code: Try using the Temporary Login Code (OTP) provided in the Magic Link email to see if this works.

By following these steps, most issues with magic links can be resolved swiftly. If problems persist after trying these solutions, please reach out to our support team for further assistance.

Troubleshooting: Issues with Temporary Login Code (OTP)​

If you're encountering difficulties with the One-Time Password (OTP) during the login process, here are some steps you can take to resolve the issue:

  1. Code Expiry: OTPs are time-sensitive. Ensure that the code hasn't expired. Typically, these codes will expire in 30 minutes.
  2. Correct Code Entry: Double-check that the OTP has been entered correctly. It’s easy to mistype numbers, especially if you’re in a hurry.
  3. Email Refresh: If you're waiting for the OTP via email, refresh your inbox to make sure you haven't missed the latest email containing the code.
  4. Clear Cache & Cookies: Browser caches can interfere with the login process. Try clearing your browser's cache and cookies:
  1. Logout and Reset: If your session seems stuck, go to leap.aip.media/logout to clear any existing sessions and then try the magic link again.
  2. Network Restrictions: Company or public network restrictions might block Leap from working correctly. Try a different network or a personal device. If Leap works elsewhere, contact your IT department to check for any internal restrictions to Leap.
  3. Browser Issues: Try using a different web browser or an incognito/private browsing window. Browser settings or extensions can sometimes interfere with the OTP process.
  4. Device Reboot: In rare cases, rebooting your device can resolve underlying issues affecting the OTP reception or usage.

If these steps don’t solve the problem, consider reaching out to our support team for further assistance. We’re here to ensure a smooth and secure login experience.

Troubleshooting: Receiving 404 Page After Login​

If you are logging in via a link to a specific brief then you may receive a 404 error page if the brief the link belonged to has been deleted and no longer exists. To resolve this, simple navigate to the Leap homepage leap.aip.media.

Transitioning to Password Login from One Time Password (OTP)​

Some users have experienced intermittent issues with the Magic Link/One Time Password (OTP) login methods. If you've successfully logged into Leap and set up your account in the past but are encountering problems now, you have the option to switch to password login. Simply use the forgotten password link to create a password for your account. This method works even if you've never previously set up a password.

To do this simply follow these steps:

  1. On the login page enter your email address as usual [1]. Click the 'Continue with password' button [2] to continue to the next screen.
  1. On the password page, since you don't have a permanent password yet we need to use the 'Reset Password' link [3] to set one.
  1. Enter your email again [4], then press 'Continue' [5]
  1. A password reset email will be sent to the email address you just entered. You should see a confirmation message confirming this.
  1. Check your email inbox. Click the 'Change Password' link [6] in the password reset email sent by Leap. The email may take a few minutes to arrive. If you do not see the email in your inbo after a few minutes then please check your spam and trash folders.
  1. The link you clicked in the email should open a page in your browser to set a new password. Enter your desired password [7] (minimum length of 12 characters) and confirm the password. Click Set new password [8] and it should sign you in.

Leap will keep you logged in, you shouldn't need to manually log out unless you're on a shared or public computer. However if you do, you can now use the *'Continue with password' option on the login page and enter the password you just set.

Contact Support​

If you continue to have technical issues logging in issues, please feel free to contact our support team via support@aip.media. Please provide us with details such as the email you're using to receive the magic link, any error messages you're seeing, the browser you're using and the steps you've already taken.