See the below troubleshooting steps you can take if experiencing issues when attempting to login to your Unleashed account.
| Error at login |
Possible causes |
Troubleshooting tips |
| Username or password is not recognized. |
- Incorrect email address used (case sensitive).
- Incorrect password used (case sensitive)
- The user is no longer registered with an Unleashed account.
|
- Contact your account's owner to confirm your user's email address is correct.
- From the login page, select "Forgot your password?" to reset your user's password with the confirmed email address.
- If you do not receive an email to reset your password (check spam/junk inbox), delete and re-invite your user. For more details, see Users.
|
| Too many failed login attempts, account locked. |
- An incorrect email or password has been used to login has failed too many times.
|
Submit a request in the Support Portal and the support team will provide assistance.
|
| Your authentication information is incorrect. |
- The authentication code used is out of time/date.
- Authentication has not been successfully setup for the login.
|
- From the authentication page, select "Lost your mobile device?".
- Wait for an email to your login's alternative email address, which will contain a 6 digit authentication code.
- If the error persists with the emailed authentication code, contact your account's owner to reset 2SA for your user login. For more details, see How to reset your 2SA.
|
| Sorry, your request could not be completed. |
- User was last logged in to a Sandbox account that has since expired.
- The URL link to Unleashed has expired.
|
- Follow the instructions provided on the web page.
- Clear your web browser's cache and cookies, then re-attempt logging in.
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If you are still experiencing issues logging in after completing the above tips, Submit a request in the Support Portal
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