Troubleshooting Login Issues

If you are having trouble logging in, please see the following steps:

Self-Serve

Users can reset their own password:

Prerequisites: All authorised users.

Instructions

1. Check Log-in details: Ensure CapsLock is off and all details are correct in the User Name.
   
   
   
   
2. If you are still having trouble or have forgotten your User Name or Password, please click Forgot pwd? next to the padlock icon.
   
   
   
   
   
   
3. Provide your email address.
   
   
   
   
4. Follow instructions in the email.
   
   
   
   
5. If you are still having issues, contact your line manager.

Manager Manual Reset

Prerequisites: Account owners and those with administrator access.

Instructions

1. From the main Dashboard, locate the Administration Dashboard.
   
   
   
   
   
   
2. Click on Team Settings > Users.
   
   
   
   
   
   
3. From the Manage Users screen, locate the user manually or through the search feature.
   
   
   
   
   
   
4. Click on the dropdown menu arrow to the left of the user’s name, then click Edit.
   
   
   
   
   
   
5. Scroll down until you see the Password field, edit the password here and click Save.
   
   
   
   
   
   
6. You should then be taken back to the Manage Users page.