Troubleshooting Login Issues

If you are experiencing trouble logging into account, please follow these quick troubleshooting steps to resolve the issue or gather the information our support team needs to help you faster.

 

1. Quick Self-Fixes

Before reaching out, please try these common solutions:

• Check Your Credentials: Ensure Caps Lock is off and verify there are no extra spaces at the beginning or end of your username/password.
• Clear Cache & Cookies: Stale data in your browser can often cause login loops. Try clearing your browser's cache or opening the page in Incognito/Private mode.
• Network Check: If you are working remotely, ensure your VPN is connected. If you are in the office, check that you are on the correct corporate Wi-Fi network.
• Restart: Sometimes a simple restart of your browser or device can clear temporary glitches.

 

2. Desktop vs. Mobile Troubleshooting

Depending on how you are accessing the system, please check the following:

• Desktop: Ensure you are using a [Supported Browser](URL to your supported browsers page). If you use browser extensions (like ad-blockers), try disabling them temporarily to see if they are interfering with the login button.
• Mobile: Ensure your app is updated to the latest version via the App Store or Google Play. If the issue persists, try switching from Wi-Fi to cellular data to rule out network restrictions.

 

3. Reporting a Persistent Issue

If the steps above do not work, please [Submit a Support Ticket](Link to your ticket form) with the following details:

1. Device Type: Specify if you are on Mobile (iOS/Android) or Desktop (Windows/Mac).
2. Screenshot of Error: Attach a full screenshot of the error message or the screen where the login is failing.
3. The "When": Does the error happen immediately upon opening the page, or only after you click "Login"?
4. Network Type: Are you on a Home connection, Office Wi-Fi, or VPN?