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Troubleshooting login issues
Troubleshooting login issues
Updated this week

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 or authenticator app).

  • Ensure you have the latest version of the authentication app installed.

Getting stuck in MFA setup loops:

  • Log out completely from both the SiteMinder platform and mobile app.

  • Clear your browser cache and cookies.

  • Try a different browser or device to log in.

  • Try logging in again.

If you still can’t log in to 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 email folders including spam.

  • Verify your e-mail address spelling.

  • Wait 10 minutes before requesting another reset.

  • Ask your IT team or email provider to whitelist emails 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 email 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.

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