Sign in failure

Problem

When trying to sign in you receive one or more of the following messages:

Failed to sign in - The user does not exist

Authentication failed. Please try another username/password combination

No user with the email address specified has been found. Please check your form and try again.

Explanations

Incorrect URL

It is possible that you've tried to log in via the incorrect URL. Test systems and other sites may have different URLs with different login credentials.

Solution

Check the web address and make sure it matches your organisation's Site URL.

If the URL was incorrect, ask your administrator for the correct email and try signing in again.

Incorrect username

This message can appear if you've used the incorrect username.

Solution

Check that your username is correct (it will usually be your primary email address) and is typed in error free (without spelling errors or spaces).

Try signing in again.

Incorrect password

This message can appear if you've used the incorrect password.

Solution

Try again making sure that you've not made errors typing your password.

If this fails then try resetting your password and signing in again.

You don't have an active account

It is possible that you don't have an account in the system or that it has been deactivated or disabled.

Contact your administrator, they can check if you have an active user account and send you a Welcome Email.

When you receive the Welcome email or they advise you that you have an active account then try signing in or resetting your password and signing in again.

More Help

If you've tried these solutions and still need help, contact the Service Desk.