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

⚠️ Important: Do not share login accounts

Each staff member must have their own user account with a unique email address. The system automatically blocks logins when it detects the same email address being used from different locations within a short period of time. This is a security feature to protect against unauthorised access and block phishing attempts.

If you are using our mobile app as your MFA method and your browser's location differs from your mobile device's location, or if location data cannot be retrieved/is unknown, you'll see a suspicious activity / possible phishing detected warning.

You'll see a warning screen with sign-in details
Review the details and confirm whether the login attempt was made by you
If legitimate, check both confirmation boxes - "Yes, I am logging in on [browser] on [device]" and "Yes, I am logging in from [location]. Or if you don't recognise the login, select "No, reject login" to block the attempt

Invalid e-mail or password errors

If you cannot log in with your e-mail and password:

Type your e-mail and password manually instead of using auto-fill
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

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

Where do I go to set up MFA?

You'll see the setup MFA prompt on first login, when accessing sensitive data, or after MFA reset. You can skip for up to 30 days, then setup becomes mandatory.

Set up or reset MFA manually:

Click profile icon (top right) > My Account
Click Set up MFA (first time) or Reset (to change method)
Follow on-screen instructions

Can't log in and lost access to MFA method? Ask a user with User Management access to reset your MFA, or contact support if unavailable.

Invalid multi-factor authentication code

Cannot receive authentication codes: If your authenticator app isn't generating codes at all:

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
If using the SiteMinder mobile app, log out from both platform and app, then log back in

Invalid or rejected authentication codes: If the system won't accept your six-digit MFA code:

Ensure you're using your own MFA device - each user has their own MFA codes and you must authenticate using the device where MFA was set up
Enter your email address and password manually
Only use the most recent authentication code (previous codes expire when new ones are requested)
Check for typing errors
Try incognito mode (if successful, clear your browser's cache and cookies)

Why don't my MFA confirmation numbers match?

When your confirmation numbers don't match between browser and mobile app during login, make sure you are not logged in on the app with a different user. It must be the same account you are logging into on your browser.

Ensure you're logged into your own SiteMinder app account, not someone else's
Log out completely from both browser and mobile app
Clear browser cache and cookies
Log back in manually (check it is not auto-filling the wrong account)

If numbers still don't match: Ask a user at your property with User Management access to help you reset your MFA method (someone that has access to add and manage user accounts).

Getting stuck in MFA setup loops:

If your MFA setup gets stuck, won't complete, or shows "waiting for connection":

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

Reset MFA

You may need to Reset MFA when:

Changing your authentication method: You want to switch how you receive your one-time password (for example, from one authenticator app to another)
Replacing your device: You are getting a new phone or device and need to set up the authenticator app or receive codes on the new device
Lost or stolen device: You have lost access to the phone or device that receives your MFA codes
The app has been deleted: You have deleted the authenticator app (like Google Authenticator, Microsoft Authenticator, or the SiteMinder mobile app) from your device and reinstalled it. If the app is now asking you for a code and you cannot provide one, you must reset your MFA
Factory reset: Your phone or device has been restored to its factory settings, which erases the authenticator app's data

How to request an MFA reset

Reset MFA yourself

If you can still log into your account and have access to your current MFA method: Go to your profile icon > My account > click Reset. Complete one final verification with your current method, then follow the on-screen steps to set up your new MFA method.

Ask another user to reset MFA for you

If you cannot log in because you've lost access to your MFA method: Ask a user at your property with User Management access to help you. They can log into their account > click the property name > User Management > find your user > Edit this user > Security settings > Reset. You'll be prompted to set up a new MFA method the next time you log in.

If no one at your property has User Management access, or if those users are unavailable, contact our support team for assistance.

Steps after MFA reset

Once your MFA has been reset:

Log into your account with your username and password
Follow the on-screen prompts to set up MFA again
Choose your preferred authentication method (SiteMinder app, authenticator app, or browser authenticator)
Complete the setup process by following the step-by-step instructions

💡 Having trouble after the reset? Clear your browser cache and cookies before attempting to log in. Ensure you have the latest version of your chosen authenticator app installed.

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
Try incognito mode
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.

Not receiving user account activation emails

⚠️ When no activation email is sent: No activation email will be sent when creating users with email addresses that already exist in the system. This happens when:

Recreating a deleted user: If you delete a user and then create a new user with the same email address, the system will restore the previous user's details
Adding existing users to additional properties: When a user is linked to multiple properties and you add their email address to another property

What to do: Simply go to the login page and log in with the email address and password. If needed, click "Reset password" to reset your password. For users added to additional properties, log out and log back in - the newly added property will automatically appear under your account.