Everything you need to know to get back into your account — no tech background required.
If you are having trouble logging in to Waterfall, you are not alone. Many users experience login challenges, especially after our recent update to a new, more secure sign-in system called Zitadel. This guide walks you through the most common issues and exactly what to do to fix them — step by step.
Always log in at: https://app.waterfall.com/ for US customers or https://messaging.uplandcxm.com/ for UK customers
1. My Account is Locked
This is the most common reason people contact support. Your account locks automatically after several failed login attempts — it is a security feature designed to protect you.
What to do:
- Contact our Support team and let us know your account email address.
- We will unlock your account in our system (Zitadel) — this usually takes just a few minutes.
- Once unlocked, go to https://secure.mcommons.com/login and try logging in again. You may also be prompted to reset your password.
Tip to avoid future lockouts:
- If you are unsure of your password, use the "Forgot Password" option rather than guessing — too many wrong guesses trigger the lockout.
- Clear your browser's saved passwords if it is auto-filling the wrong one (this is a surprisingly common culprit!).
2. I Am Not Receiving My Verification Code (Email)
At the first login attempt, you will be prompted to enter a verification code. The system sends a one-time verification code to your email. This email comes from sso@mobilecommons.com. If you are not seeing it, here is what to check:
- Check your Spam or Junk folder — this is the most common reason the email goes missing.
- If it is not there, click "Resend Code" on the login page. Look for a small link at the bottom-left of the verification screen.
- Add sso@mobilecommons.com to your email's safe senders list (also called whitelisting). This tells your email that messages from this address are trustworthy.
- If your organization manages your email (common in workplaces), ask your IT department to whitelist sso@mobilecommons.com so it is not blocked at the company level.
3. I Cannot Find My Two-Factor Authentication (2FA) Code
What is 2FA? Two-factor authentication (2FA) is an extra security step. After entering your password, the system asks for a second code to confirm it is really you. Think of it like an ATM — you need both your card (password) and your PIN (2FA code) to access your account.
- Open the authenticator app on your phone that you used when you first set up your Mobile Commons login.
- Look for the Mobile Commons or Zitadel entry in the app — it will display a 6-digit code that refreshes every 30 seconds.
- Enter that code on the login screen before it expires.
- If you have chosen to have the 2FA as One-Time Password Email, This email comes from sso@mobilecommons.com. If you are not seeing it, please check your Spam or Junk folder.
If you cannot find the right app or the code is not working:
- Check all authenticator apps on your phone — you may have more than one installed.
- Contact Support and we can reset your 2FA setup so you can configure it fresh from scratch.
4. I Need to Reset My Password
- Go to https://app.waterfall.com/ for US customers or https://messaging.uplandcxm.com/ for UK customers
- Click "Forgot Password" or "Resend Code" on the login page.
- Check your inbox for a password reset email — it will come from sso@mobilecommons.com.
- Note: Password reset links expire after 60 minutes, so be sure to use it promptly.
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If you do not receive the email, check your Spam folder and refer to Section 2 above for additional steps.
5. I Am a New User / First-Time Setup
If you are logging in to Waterfall for the first time or completing your initial account setup:
- Check your email for a setup invitation from sso@mobilecommons.com. If you do not see it, check your Spam/Junk folder.
- Click the link in the email and follow the prompts to set your password.
- You will then be asked to set up two-factor authentication (2FA). Download an authenticator app such as Google Authenticator or Microsoft Authenticator on your phone if you have not already.
- Scan the QR code displayed on screen using your authenticator app to complete the 2FA setup.
- Once setup is complete, always log in at https://app.waterfall.com/ for US customers or https://messaging.uplandcxm.com/ for UK customers
6. I Am Getting a VPN or Network Error
If your organization uses a VPN (a tool that routes your internet traffic through a company network) or has strict firewall rules, it may be blocking the Mobile Commons login page or the verification emails.
Try these steps:
- Try disconnecting from your VPN briefly to see if the login works without it.
- If it works without VPN, contact your IT team and ask them to allow access to Mobile Commons and whitelist sso@mobilecommons.com.
- Try clearing your browser cache and cookies (your browser's stored data), then attempt login again.
7. I Am Using the Wrong Login Link
If you saved an old bookmark or received an outdated link, you may be directed to the wrong login page and see an error. The only correct login address is:
https://app.waterfall.com/ for US customers or https://messaging.uplandcxm.com/ for UK customers
Update your bookmarks to this address and you should not run into this issue again.
Quick Tips to Avoid Login Problems
- Keep your authenticator app installed on your phone and do not delete the Mobile Commons / Zitadel entry.
- Add sso@mobilecommons.com to your safe senders list now, before you have a problem.
- If you change phones or switch devices, reach out to Support before your old 2FA setup stops working so we can help you transition smoothly.
- Do not share your login credentials or 2FA codes with anyone.
Still Need Help?
Our Support team is here for you. When reaching out, it helps to include:
- The email address associated with your Waterfall account.
- A brief description of what you see on screen (for example, "I see a message that says my account is locked").
- The name of your organization.
The more detail you provide, the faster we can get you back in!