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Troubleshoot login issues
Troubleshoot login issues

Help with troubleshooting common login issues.

Updated over a week ago

Invalid e-mail or password

If you are unable to log in due to an invalid e-mail address or password, please try these troubleshooting steps.

Step 1: write the e-mail address and password manually

Check your e-mail and password are correct and write them manually. Your browser might be auto-filling an incorrect password or e-mail address (for example, if multiple users are using the same computer).

Step 2: use incognito mode or a different browser

Use incognito mode or a different browser, as your browser may be storing incorrect information. We recommend using Google Chrome or Mozilla Firefox. To log in from your regular browser, you can try to:

  1. clear your browser’s cache and cookies;

  2. check that JavaScript and cookies are enabled/allowed;

  3. disable blocking third-party cookies.

Opening incognito mode and clearing cache and cookies vary per browser, if in doubt about how to do these in your browser, look for further browser-specific instructions online.

Step 3: reset your password

If you have forgotten your password, on the login page, click on Forgot password. If you believe you remember your password but are still unable to log in, for security purposes, we recommend you change your password.

Step 4: log in from a different device

Using the same internet connection, log in with a different device (for example, your mobile instead of your desktop computer). Sometimes antivirus and firewall software will block websites they consider suspicious. If it works, add ‘’ to trusted websites on your antivirus and firewall settings on your preferred device (contact your IT support for assistance).

Step 5: log in using a different connection

Log in using a different connection (for example, use your phone data instead of Wi-Fi). Internet service providers (and their routers/modems) occasionally ban websites out of caution, so our website may be blocked. If you can successfully log in with a different connection, contact your internet service provider to add ‘’ to trusted websites on your preferred internet connection router/modem.

Account disabled

Your account can become disabled in three different situations. Find below more about account disablement and how you can resolve it.

Disabled for security reasons

If your account has been disabled for security reasons, you will need to change your password to re-enable it. Here are some reasons your account may be disabled for security reasons:

  1. Expired password — your password must be updated every 90 days, in compliance with the Payment Card Industry Data Security Standards (PCI DSS).

  2. Suspicious activity — to protect your account, if our security team sees unusual activity, your account will be automatically disabled, and your property’s main contact will be notified.

  3. Too many attempts to log in with an incorrect password — if you have entered an incorrect password six times in a row, your account will become disabled to prevent unauthorised access to your account.

Access disabled due to billing

Your access could be disabled if two or more invoices are not paid. Once the outstanding invoices are paid, it can take between 24 - 48 hours to re-enable your access.

All outstanding invoices and disablement notifications are available in your self-service Billing portal and sent to your billing users — user accounts with access to your self-service Billing portal.

Manually disabled account

Accounts can be manually disabled (intentionally or not) by admin users with User management permissions. To check if your account has been manually disabled by another user at your property:

  1. Check with a user with User management permissions — if your account was disabled unintentionally, they can re-enable it for you.

  2. If there are no other users, your property’s main contact should send a written request to our support team for your account to be re-enabled.

If you can log in but are unable to access certain features or tabs, it may be due to your user permissions.

Invalid two-factor authentication six-digit code

If the system doesn’t seem to validate the two-factor authentication six-digit code you are entering, try the following:

  1. Make sure you are logging in with your e-mail address and password (try typing them both in manually) — this is especially important if multiple users use the same device to log in.

  2. Retrieve the latest code from your chosen authentication method (app, SMS, or call), and make sure it is the correct code for your account. If you have requested the code multiple times, only the most recent code will be valid (the other codes will expire as soon as another code is requested).

  3. Enter the code with no typos.

  4. Log in using incognito mode — if you are able to log in and the code works, it means that you need to clear your browser’s cache and cookies.

Opening incognito mode and clearing cache and cookies vary per browser, if in doubt about how to do these in your browser, look for further browser-specific instructions online.

Not receiving password reset or account activation e-mails

When setting up your account or resetting your password, an activation or password reset link will be sent to your e-mail address (which is valid for 24 hours). If you have not received it within 10 minutes, try one of the following:

  • Check in the rest of your e-mail folders: bin, spam, and custom folders. If you find the e-mail in the spam folder, whitelist our email address (move it into your inbox or mark it as ‘not spam’).

  • Make sure that your e-mail address has not been misspelt.

  • Try changing your password again.

Possible causes for e-mails not arriving:

  • A misspelt e-mail address — delete the user and create a new one with the correct e-mail address.

  • An issue on the e-mail provider’s side — check online to see if your e-mail provider is experiencing issues, and wait at least 10 minutes before attempting a reset.

  • Our e-mail address is blacklisted by your server — ask your e-mail provider to whitelist our e-mail address.

Expired password reset link

Here are some possible reasons for the expired link:

  • Several password reset links requested — you might have requested a reset several times. Password reset links expire as soon as another password reset is requested. Wait a few minutes and only click on the password reset link of the very last e-mail you receive.

  • Expired link — you might have made the request more than 24 hours ago. You will need to get a new link.

‘Unable to process your request’ error when clicking the password reset link

Your e-mail server or antivirus software may not trust our password reset URL. Check if they have an option to protect you from ‘untrusted URLs’. Whitelist our e-mail address and/or the password reset URL domain (found in the reset e-mail).

For example, Symantec is known to occasionally modify the password reset links if Click-time URL Protection is enabled.

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