A step will not continue

Review the field shown on the current step. First and last names each need at least two characters, and your birthday must be a valid date that is not in the future.

Your Mosaic Address is unavailable

Mosaic Addresses are unique. Choose a different 3–48 character address using only letters, numbers, periods, or underscores. Do not use an address that belongs to another person.

Your password is not accepted

Check that the password is at least 10 characters long and that the confirmation matches exactly. If you are signing in, check Caps Lock and make sure you are using the password for that specific Mosaic Address.

You cannot sign in

Enter your complete existing Mosaic Address ending in @cmosam.com. If Identity asks for an authenticator code, open your authenticator app and enter the current code shown for Mosaic.

Your profile changes are not available

Editing an address, password, or profile photo requires you to be signed in first. Sign in to Identity, then open the matching account section and save the change before leaving the page.

Still need help?

Refresh Identity and try again with a stable internet connection. If the issue continues, use the Contact Mosaic form on the Docs homepage and include the Mosaic Address involved, but never send your password or authenticator code.