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Sign-in troubleshooting

The username or password is incorrect

Confirm the portal address and username. Check Caps Lock, keyboard layout, spaces inserted by copy and paste, and password-manager entries. If the username is an email, use the address registered for the account rather than a different contact email.

After five failed attempts on the login page, TEKControl temporarily pauses additional attempts for five minutes. Stop guessing and use Forgot Password for a local account.

No password-reset email arrived

The request always shows a generic confirmation, even when the username does not exist or has no email address. Wait a few minutes, check spam or junk, and verify the exact username.

If nothing arrives, ask site management to verify the username and account email. Do not ask them to provide or view your password.

Reset links expire after 24 hours. Request a new message from Forgot Password. Use the most recent complete link and do not edit its pwdreset value.

If the page asks for the username, enter the username associated with that link. A different username is rejected even if it belongs to you.

User invites also expire after 24 hours. Ask the administrator to confirm that the invited user still exists and send a fresh invite. Do not use host registration unless you were specifically given a host registration code.

The username already exists while accepting an invite

Choose another approved username or ask the administrator whether the existing account should be used instead. Do not create a near-duplicate identity merely to bypass the message.

The password is rejected

Make both entries identical and follow the policy shown on screen. A password can fail because of length, missing character types, spaces, or a restricted word even when it appears strong.

If a password manager continues filling an old value, clear both fields and type the new password manually.

Sign-in is not allowed from this location

Some accounts are restricted to configured IP address ranges. Connect through the organization-approved network or VPN. If you are already using the expected network, provide support with the time of the attempt and your network context; do not send credentials.

The account authenticated but cannot enter this portal

TEKControl can deny entry when the account lacks a permitted portal role or when every assigned site is inactive. This is an authorization or site-status issue, not a password problem.

Ask an administrator to verify the account's roles, site assignments, enabled status, and intended portal. Include the exact on-screen message.

Single sign-on does not work

Start from the organization's supplied SSO link. Confirm that the identity-provider session uses the intended account. Local Forgot Password generally does not reset an SSO-managed password; use the provider's recovery flow or contact the identity administrator.