Troubleshooting Account Login Issues

Having trouble logging into your account?

If you're experiencing difficulties accessing your account, follow these troubleshooting steps to resolve the issue.

Step 1: Verify Your Credentials

First, double-check that you're entering the correct information:

• Ensure you're using your correct email address or username
• Check that Caps Lock is not enabled when typing your password
• Verify you're not including extra spaces before or after your credentials

Step 2: Reset Your Password

If you've forgotten your password or it's not working:

1. Click on the "Forgot Password" link on the login page
2. Enter your email address associated with your account
3. Check your email inbox (and spam folder) for the password reset link
4. Click the link and follow the instructions to create a new password
5. Make sure your new password meets all security requirements

Step 3: Clear Your Browser Cache and Cookies

Sometimes cached data can interfere with login. Try these steps:

1. Clear your browser's cache and cookies
2. Close and reopen your browser
3. Try logging in again

Step 4: Try a Different Browser or Device

If you're still having issues:

• Try accessing your account from a different web browser
• Test logging in from another device (phone, tablet, or different computer)
• Disable browser extensions temporarily, as they may interfere with login

Account Locked or Disabled

If you see a message that your account is locked:

• Your account may be temporarily locked after multiple failed login attempts
• Wait 30 minutes and try again
• If the issue persists, contact IT Support for assistance

Multi-Factor Authentication (MFA) Issues

If you're having trouble with MFA:

• Ensure you're using the correct authentication app or method
• Check that your device's time and date are set correctly (this affects code generation)
• If you've lost access to your MFA device, contact IT Support immediately

Still Need Help?

If you've tried all these steps and still can't log in, please contact IT Support with the following information:

• Your username or email address
• The exact error message you're seeing
• What browser and device you're using
• When the problem started