Before changing anything, note the environment, device, attempted action and visible message. Similar symptoms can have different causes.
The app shows Sign in
The session is unavailable or expired. Sign in once and verify the identity in Profile. Do not start multiple login attempts in parallel.
A product shows a lock
Login may be correct. Check the state in Profile; a lock marks an additional requirement. When the profile is still loading, wait or use Retry before treating it as a refusal.
Cosmo does not open
Wait for initial loading and select the Emiciclo mark. Reload once if it remains unresponsive, then confirm that you returned to the expected environment.
A new tab does not appear
The browser may block it. Allow the popup only for the official domain or use Ctrl/Cmd while selecting the destination. On mobile, switch in the same tab.
Language does not change everywhere
The shell and one product can update at different times. Close and reopen the environment, then check its own preferences. Do not delete data to fix language.
Profile or plan looks stale
Close Profile, wait briefly and reopen it. If two tabs disagree, refresh the older tab. Do not repeat purchases, connections or changes while state is uncertain.
For a blank page, check connectivity and reload once. Use the product-specific troubleshooting manual when only one environment is affected. For an app-wide problem, open Support and provide URL and time without secrets.
For a security concern, log out, revoke affected exchange credentials at the exchange and change passwords with the responsible service. Never send the credential to support as evidence.
Sources
- Emiciclo App — access and navigation states checked on 26 August 2026.
- Account access.
- Profile and session.
- Data and safety.