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Login Errors

On attempt to login, several errors are possible.

Login Error  Issue

The credentials you entered appear to be incorrect.

The User has entered an incorrect login.  Verify that the Account Name, User Email, and Password have been entered correctly, then try again.  Five invalid attempts in a short period will result in a lockout, and the User's IP will be prevented from accessing the site until the lockout is cleared.  Please contact your Account Manager for assistance. 

You don't have the proper permissions to login.

The User permissions are not properly set. To validate the User permissions:

  1. Go to CUSTOMER CARE > USER MANAGEMENT > VIEW USERS.  
  2. Click the User to edit settings.  
  3. Verify only One Permission option is selected, then click SAVE

Invalid Temporary IP Authorization Credentials.

The User is attempting to login from an IP that is not authorized in the Temporary Account security settings.  Verify the user is attempting to login from the same IP they requested the Temporary IP.

The IP address from which you are making this request is not allowed to login for the user.

The User is attempting to login from an IP that is not authorized in the Account security settings.  To validate the authorized IP:

  1. Go to CUSTOMER CARE > ACCOUNT MANAGEMENT > EDIT ACCOUNT.  
  2. Scroll down to Security and click Configure IP and Password Settings.  
  3. Verify the IP in the IP Restriction list, or enable Temporary IPs, then click SAVE
Your Realm/Account is inactive

The Account is not active and will allow no logins.  Please contact your Account Manager for assistance.

Login Services Disabled

An excessive number of failed login attempts have occurred and the IP from which the User is attempting to login is temporarily blocked. Please contact your Account Manager for assistance. 

   
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