Troubleshooting Problems and Errors - I Can't Log In

Problem:  I haven't received the welcome email or the reset password email.

Solution:  View this article for the most common reasons why users do not receive emails. 

 

Problem:  When I log in I receive an error that says, "The link that you have used to login is no longer valid."

Solution:  When a log in link has been used it will automatically expire to prevent others from logging in and changing the password.  When a user gets this error, it is because they are using the expired url.  To log in using the correct url, delete all characters after .com.  For example:

Original url: https://yourcompany.litmos.com//login.aspx?loginkey=e1kd2ff1-4592-4961-a849-u1f0f5e5201c

Log in url:  https://yourcompany.litmos.com

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Problem:  I log in but nothing happens and I am directed back to the login page.

Solution:  In order to log in cookies must be enabled in your browser.  This issue is generally caused by not having cookies enabled.  Check to see that you have cookies enabled.

 

Problem:  When I log in I receive an error that says, "It appears you have multiple accounts.  Please try again using login page for the account that you want to access."

Solution:  You are logging in using our generic log in url, go.litmos.com and your username and password is recognized in more than one Litmos account.  Log in using your unique url.  If you are unsure of what your unique url is, contact support@litmos.com with your company name and name of the Account Owner.

 

Problem:  When I log in I receive an error that says, "Login failed, please try again."

Solution:  This error occurs when Litmos cannot match a username and password for that account.  Try using the I've forgotten my username/ password feature to have your username and password emailed to you.  If you continue to have problems, contact your administrator to verify your username and/ or reset your password.

 

Problem:  When I log in I receive an error that says, "Your account is locked.  Please use the link to reset your password."

Solution:  This error occurs when you have attempted to log in with the wrong password five times.  To solve this issue, use the "I've forgotten my username/ password" link to reset your password.  If you continue to have problems, contact your administrator to reset your password.

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