Try these steps first
If you’re having trouble logging into your account, try these steps first:
Type your e-mail and password manually instead of using auto-fill
Clear your browser's cache and cookies
Try using incognito mode or a different browser (we recommend Google Chrome or Mozilla Firefox)
Check that JavaScript and third-party cookies are enabled in your browser settings
Invalid e-mail or password errors
If you cannot log in with your e-mail and password:
Enter your credentials manually to avoid auto-fill errors
Click Forgot password on the login page to reset your password
Try logging in with a different browser or device
Try incognito mode
If using a shared computer, make sure you're using your own credentials
Use recommended browsers (Google Chrome or Mozilla Firefox) and check firewall settings
Account disabled
Your account may have become disabled due to:
Security related:
💡 Click Forgot password to reset if your account is disabled for any security reason. If you cannot reset your password, contact our support team for assistance.
Billing related:
Two or more unpaid invoices (check your self-service billing portal for outstanding invoices and to make payments). Access will be restored after payment
Other:
Account manually disabled by an admin user. Contact a user with admin permissions to check your account status. If no other users exist, contact our support team
Multi-factor authentication (MFA) issues
If you're having trouble with MFA:
Cannot receive authentication codes:
Check you are using your chosen authentication method (SiteMinder app, authenticator app, or browser authenticator)
Ensure you have the latest version of the SiteMinder app or third party authentication app installed
Getting stuck in MFA setup loops:
Log out completely from both the SiteMinder platform and mobile app
Ensure you have the latest version of the SiteMinder app or third party authentication app installed
Clear your browser cache and cookies
Try a different browser or device to log in
Try logging in again
Issues using the SiteMinder mobile app for MFA
Log out completely from both the SiteMinder platform and mobile app then log back in
Ensure you have the latest version of the SiteMinder mobile app for optimal performance and security. Check your app store and manually update it, or turn on automatic updates in your app store settings to receive the latest version automatically when it becomes available
If you still can’t log in or verify your account with MFA, contact our support team to reset your MFA method.
Password reset issues
If you're having trouble resetting your password:
Haven't received the reset link:
Check all e-mail folders including spam
Verify your e-mail address spelling
Wait 10 minutes before requesting another reset
Ask your IT team or e-mail provider to whitelist e-mails from SiteMinder
Reset link not working:
Ensure you're using the most recent reset link (older links expire)
Try copying the link directly into your browser
Clear your browser cache and try again
Note that links expire after 24 hours
'Unable to process your request' error:
Your e-mail server or antivirus software may be blocking our password reset URL
Add our e-mail address and password reset URL domain to your whitelist
💡 Received a password expiry warning? If you receive an e-mail warning that your password will expire, go to your profile icon > My account to update your password before it expires. This will help avoid any future account access issues.
Troubleshoot new user account setup
If a new user hasn't received their activation e-mail:
Check that the e-mail address was entered correctly when creating the account.
Ask the user to check their spam folder
Ensure our e-mail address and password reset URL domain is added to your whitelist.
Contact our support team if the problem persists
Important: For security reasons, each user must have their own account with a unique e-mail address.
Still having trouble?
If none of these solutions work:
Try accessing your account from a different internet connection
Check if your company firewall is blocking access
Contact our support team for assistance