I can't sign in to my account or the panel

Find the message or situation you see below and follow the solution. This article covers the “Autentificare” (Sign in) page on blackbox.md (blackbox.md/login, the “Cont client” (Customer account) link in the site's header) and signing in to the app.blackbox.md panel: from “Contul meu” (My account) → “Panou de administrare” (Admin panel) or directly at app.blackbox.md/login.

Available to: any customer with an account on blackbox.md.

The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.

Your blackbox.md account and your panel account

• Your blackbox.md account (with an email address and password, or with Google or GitLab) is your main account.
• Your panel account is created automatically the first time you click “Deschide panoul” (Open the panel), if your email address is verified. Your username is your email address, written in lowercase letters, and your password is a copy of your blackbox.md password.
• The two have separate sessions, 8 hours each. Signing out of one does not sign you out of the other.

Tip The most reliable way into the panel goes through blackbox.md: “Contul meu” (My account) → “Panou de administrare” (Admin panel), or the “Deschide panoul” button on the “Serviciile tale” (Your services) card. It does not ask for the panel password, and it also works for accounts created with Google or GitLab.

Problems on blackbox.md

Problems opening the panel from blackbox.md

How to verify your email address

1. On blackbox.md, click “Cont client” (Customer account) in the header. The “Profilul meu” (My profile) page opens.
2. On the “Securitatea contului” (Account security) card, under “Verificarea emailului” (Email verification), look at the badge: “Verificat” (Verified) or “Neverificat” (Not verified).
3. If it says “Neverificat”, click “Trimite emailul de verificare” (Send verification email). The message “Email trimis. Verifică căsuța poștală.” (Email sent. Check your inbox.) appears.
4. In the email “Confirmați adresa de email — BlackBox” (Confirm your email address — BlackBox), click “Confirmă adresa de email” (Confirm email address). The link is valid for 24 hours.
5. Go back to “Profilul meu” and click “Deschide panoul” again.

If the email does not arrive, check your Spam folder. You can request at most 3 verification emails per hour. Details: Verifying your email address.

“Invalid username or password.” on app.blackbox.md

On the panel's sign-in page, this message appears for any failure, including a temporary lockout. If the page is in Romanian, the message is “Nume de utilizator sau parolă incorecte.” and the fields are called “Nume utilizator” and “Parolă”. Check each point in turn:

• In “Username”, you entered the email address of your blackbox.md account, in lowercase letters, for example ion@companie.md.
• In “Password”, you entered your blackbox.md account password. If you recently changed it on blackbox.md, the new password works in the panel only after the next time you click “Deschide panoul” (Open the panel).
• You have opened the panel from blackbox.md at least once. Until then, your panel account does not exist.
• Your account was not created only with Google or GitLab. Such an account has no panel password: enter from blackbox.md.
• You are not temporarily locked out. The panel accepts 5 attempts in 5 minutes for the same username, and 20 from the same IP address.

Warning Every attempt you make during the lockout extends it. Wait 5 minutes without trying again, or enter from blackbox.md with “Deschide panoul”, which this lockout does not affect.

Details: Signing in directly to app.blackbox.md.

The 2FA code is not accepted

The “Two-Factor Authentication” step appears only if you have turned on 2FA in the panel. If you see “Invalid 2FA code” or “Invalid code. Please try again.”:

1. Check your phone's clock. The codes in your authenticator app depend on the exact time: turn on automatic date and time in your phone's settings.
2. Enter the code the app shows right now. A code that has already been used is not accepted a second time: if you have just entered it, wait for the next one.
3. If your phone is not at hand, click “Use recovery code instead” and enter one of the 8-character codes you received when you turned on 2FA. Each code works only once.
4. Click “Verify”.

You must complete this step within 5 minutes, with no more than 5 attempts. After that, “Too many 2FA attempts” or “No 2FA session pending” appears: open the panel again from blackbox.md and start over.

If you have lost your phone and no longer have any recovery codes, read Lost your 2FA device or write to support.

The panel asks you to sign in again, or your password no longer works

• Your session has expired. A panel session lasts 8 hours from when you enter. It ends earlier after “Logout”, after “Settings” → “Sessions” → “Sign Out Everywhere”, or after you change your password in the panel. Open the panel again from blackbox.md: each entry starts a new 8-hour session.
• You changed your password in the panel and it no longer works. Each time you click “Deschide panoul” (Open the panel), the panel password is replaced with your blackbox.md account password. For direct sign-in, use your blackbox.md password, and change your password only there: Changing your account password.
• You tried the “Forgot password?” link in the panel. This link applies only to the panel password, not to your blackbox.md password, and the panel password is replaced anyway the next time you open the panel from blackbox.md. If you forgot your account password, read Forgot your account password.

Your account has been deleted

• For 7 days after you request deletion, your account works normally: you can sign in and click “Anulează ștergerea” (Cancel deletion) on “Profilul meu” (My profile).
• After deletion, you can no longer sign in to the account: the page shows “Email sau parolă incorectă.” (Incorrect email or password.), and your panel account is removed. The account cannot be restored.
• You can register again with the same email address or with Google or GitLab. You get a new, empty account: your old orders, invoices and balance do not appear in it. See Creating an account on blackbox.md and Deleting your account.

Frequently asked questions

I checked everything and still can't sign in. What should I do? Write to support@blackbox.md from your account's email address, or call +373 78 003948, Monday–Friday, 09:00–18:00 (Moldova time). Support tickets in “Ajutor și suport” (Help and support) require you to be signed in. All channels: How to contact BLACKBOX support.

I can't sign in to the panel. Can I still pay or see my invoices? Yes. Orders, payments, your balance and invoices are on blackbox.md and do not depend on the panel.

Why does the panel ask for the 2FA code every time I sign in? This is how 2FA works once it is turned on. When you enter from blackbox.md, check “Remember this device for 30 days”: in the same browser, the code is not requested for up to 30 days. With direct sign-in, the code is requested every time.