Why can’t I log in?

Jamie Knowles

April 04, 2020 01:05

There are several reasons why you may not be able to log into your account. Here are common causes for being locked out of your Portal:

Getting locked out

If you attempt to log in with the wrong password too many times, you will be locked out of your account for 30 minutes. You get 5 attempts before getting locked out. The lockout period will increase if you keep attempting to log in with the wrong password after those 5 attempts.

How to fix:

Click ‘Forgot Your Password’ to reset your password.

Forgotten password/login credentials

In case you don’t remember what your password is, you can click ‘Forgot Your Password’ on the login page to reset your password. If you have forgotten your other login credentials you can search your email inbox for an email from us with the subject line ‘Your account has been created’, or you can contact our Customer Care team for help.

IP Based Restriction

Your account administrator might have restricted specific IP addresses, which could be blocking you from logging into your account. Only workstations using approved IP addresses will have access to the account. Contact your Account Administrator to see if such restrictions are in place, and attempt to log in from a non-restricted location.

You can find more information on IP based restrictions here.

IP Conflict (Flapping)

Some network configurations may cause switching of their IP address upon signing in. This is called IP conflict (or flapping). We require a static IP address and don't support flapping from load balancing at this time. Ensure that the IP address you’re using does not switch when you log into your Portal.

Disabled User

The administrator of an account can disable a particular user, which could be the reason for not being able to access your account. If this is the case, you would need to speak to the administrator and have them re-enable your user.

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