Login FAQ

 

Who can I call for help?

Our customer support team can be reached at 1-877-469-3263, option 1. Telephone support is staffed on standard business days (normally Monday through Friday) from 9 a.m. to 6 p.m. Eastern Standard Time. Calls received after hours are logged to voice mail or email and returned by a help desk analyst the following business day.

Why can't I log in?

There are several problems that may prevent login:

Invalid Password

Most frequently, this error means the password you entered is not the password the system has on record for your user account. If you have entered the correct user ID, verify that you are typing the password correctly. Since passwords are case-sensitive, make sure that you are not using the Shift key to capitalize characters that should be lowercase, or vice versa. If the message persists, the local administrator or primary contact for your organization can reset your password by selecting Setup > Manage Users from the home page.

Or you can reset it yourself by using the I Forgot My Password link on the home page.

Invalid User Name

If anyone has ever succesfully logged in on this computer, the User ID most recently used on this system will be pre-filled into the User ID field. Please check to make sure you that the default value is the correct User ID. You may need to verify your user name with your original welcome letter or have your site administrator look it up. The local administrator or primary contact for your organization can access a list of user names by selecting Setup > Manage Users from the home page.

Your Account Has Been Deactivated.

User account are typically turned off at the request of your administrator. However, if payment on your account is seriously delinquent, all users associated with an account may be turned off. If only your own account is inactive, your administrator can turn it back on by selecting Setup > Manage Users from the home page. If you don't know who your administrator is, or if all users in your account have been shut off, please call 1-877-469-3263 for further assistance.

Your Account Has Been Locked-Out Due To Lack Of Use.

User account will be locked out if not used for more than 30 days. If you are sure that you have logged in more recently than that, check to make sure you’re entering the correct User ID; you may need to verify that with your original welcome letter or have your site administrator look it up.

If your account has been locked out for non-use, a new password will need to be assigned to unlock the account. There are two easy ways to reset your password. The first option is to select I Forgot My Password from the login page, and following all the steps to reset your password. Alternately, the local administrator or primary contact for your organization can unlock your account by selecting Setup > Manage Users from the home page.

Why do I get a session timed-out error message?

The error message "Your session has timed out or is being used by another person" will be displayed in two cases. First, it may mean that someone else is using your User ID. To be sure this is not happening, set a new password for your user account by selecting Setup > My Account from the home page and clicking Change Password. Be sure not to share your login information with anyone else.

Alternately, this error message may indicate that the system has not recorded any activity from your account for more then the maximum allowed period. This can be avoided by logging out of whenever you expect to be inactive for more than a half an hour. For security purposes, we recommend logging out whenever you are not actively using the system.

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