# Troubleshooting ## I forgot my password There is no password recovery flow. Start over and recover the account using your secret recovery phrase. If you lost both your password and your secret recovery phrase, the account cannot be recovered. ## I am not on a Lollipop page The Authenticator only connects through Lollipop pages. Open your Lollipop dashboard or another Lollipop page, then try again. ![Dashboard required screen](/files/VmEb6FF6eFDzoJ9dR1kF) This screen appears when the Authenticator needs a Lollipop page to continue. ## The request window disappeared Open the Authenticator again from the Chrome toolbar. If the request is still active, it should be available there. If it is gone, return to the Lollipop page and start the action again. ## The extension says the request is no longer available The request may have expired, been rejected, or been replaced by a newer request. Return to the Lollipop page and try again. ## The site is not connected yet Open the Authenticator while on a Lollipop page and click **Connect**. ![Home screen disconnected](/files/6rKdL0GZE5aGUUlOY0tq) The disconnected state shows the Connect button. ## I recovered my account but it is locked Unlock it with the local password you created during recovery. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.lollipop.gg/lollipop-authenticator-for-chrome/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.