This support article provides comprehensive solutions for common customer portal login issues. Whether you're experiencing email confirmation problems, password difficulties, or technical errors, this guide will help you resolve login issues quickly and get back to using the customer portal. The solutions are organized by problem type, with clear symptoms and step-by-step resolutions.
1. Email Not Confirmed
Problem: Users cannot log in because their email address hasn't been confirmed.
Symptoms:
Error message: "User not confirmed"
Login fails even with correct credentials
Solution:
Click the "Send confirmation email" link that appears when this error occurs
Check spam/junk folder for the confirmation email
Click the confirmation link in the email to activate the account
Technical Details: The system requires email confirmation as a security measure.
2. Incorrect Email or Password
Problem: Most common login failure.
Symptoms:
Error message: "Email or password incorrect"
Login form validation fails
Solutions:
Double-check email address spelling
Ensure password meets requirements (minimum 12 characters)
Check for caps lock or keyboard layout issues
Use the "Forgot Password" feature if password is forgotten
3. Organization/Portal Configuration Issues
Problem: Portal settings not found or misconfigured.
Symptoms:
Error message: "Organization not found"
Login page doesn't load properly
Solutions:
Contact system administrator to verify portal configuration
Ensure the correct portal URL is being used
Check that the organization's portal is properly configured
4. Password Reset Issues
Problem: Users cannot reset their password or reset link doesn't work. Note that password reset is only available for previously registered accounts.
Symptoms:
Reset password email not received
Reset link expired or invalid
Password reset page shows errors
Solutions:
Check spam/junk folder for reset emails
Ensure reset link is used within the time limit
Contact support if reset emails aren't received
Use the "Request new password" feature again if needed- Verify that you have previously registered your account with your customer number and email address
5. Account Lockout
Problem: Account temporarily locked due to multiple failed login attempts.
Symptoms:
Login attempts fail even with correct credentials
Account appears to be locked
Solutions:
Wait for the lockout period to expire (typically 15-30 minutes)
Contact support if lockout persists
Use "Forgot Password" to reset credentials
6. Browser/Cache Issues
Problem: Login problems due to browser cache or cookies.
Symptoms:
Login appears to work but redirects to login page
Session not maintained
Strange login behavior
Solutions:
Clear browser cache and cookies
Try incognito/private browsing mode
Use a different browser
Disable browser extensions temporarily
7. Network/Connectivity Issues
Problem: Login fails due to network problems.
Symptoms:
Login page doesn't load
Timeout errors
Connection refused messages
Solutions:
Check internet connection
Try accessing from a different network
Contact IT support if network issues persist
8. Portal Domain Issues
Problem: Wrong portal domain or organization mismatch.
Symptoms:
Login works but wrong organization data appears
Portal settings not loading
Solutions:
Verify you're using the correct portal URL for your organization
Contact administrator to confirm portal domain configuration
Check organization settings in the portal
9. Unregistered Account Issues
Problem:
Password reset and login functions fail because the account isn't registered in the customer portal.
Symptoms:
Password reset emails never arrive
Error messages indicating account not found
Inability to access account despite multiple attempts
Solutions:
Complete the registration process using your customer number and valid email address
Ensure you're using the same email address for login attempts as was used during registration
Contact support if you've forgotten which email was used for registration
Technical Details:
The system cannot process password resets or logins for accounts that haven't been registered in the customer portal system.
Password Requirements: Ensure passwords meet the 12-character minimum requirement
Email Confirmation: Always confirm email addresses when registering
Bookmark Correct URL: Save the correct portal URL to avoid confusion
Keep Browser Updated: Use the latest browser version
If you continue to experience issues after following these solutions, please contact our support team for further assistance.