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Login Issues

This guide covers the most common login problems in HCSS Events Platform and how to resolve them.

Wrong Password​

If you see an "Invalid email or password" error, the issue is almost always one of the following:

Check Caps Lock​

Passwords are case-sensitive. If Caps Lock is on, your password will be entered in the wrong case.

  1. Look at your keyboard's Caps Lock indicator light.
  2. If Caps Lock is on, press the Caps Lock key to disable it.
  3. Re-type your password carefully and try again.

Check for Extra Spaces​

Some browsers autofill passwords with leading or trailing spaces. If you copied your password from an email or document:

  1. Clear the password field completely.
  2. Type the password manually (do not paste).
  3. Try logging in again.

Use Forgot Password​

If you cannot remember your password or believe it may have been changed:

  1. Click the Forgot Password link on the login page.
  2. Enter the email address associated with your account.
  3. Click Send Reset Link.
  4. Check your inbox for an email from the platform containing a password reset link.
  5. Click the link and set a new password.
  6. The reset link is valid for 24 hours and can only be used once.
info

If you do not receive the reset email within a few minutes, check your spam/junk folder. If it is not there, your email address may not be registered in the system. Contact your administrator to verify your account exists.

Password Complexity Requirements​

When setting a new password, ensure it meets all complexity requirements:

  • At least 8 characters long
  • Contains at least one uppercase letter (A-Z)
  • Contains at least one lowercase letter (a-z)
  • Contains at least one number (0-9)
  • Contains at least one special character (e.g., !@#$%^&*)
  • Cannot be the same as any of your last 5 passwords

If you meet all requirements and still see an error, try a completely different password.

MFA Code Not Working​

After entering your email and password, the platform sends a 6-digit verification code to your registered email address. If the code is not working, try the following steps in order.

Step 1: Verify Device Time​

MFA codes are time-sensitive. If your device's clock is significantly out of sync, codes may appear expired even when entered promptly.

  1. Check your device's date and time settings.
  2. Ensure the time zone is correct.
  3. If possible, enable automatic time synchronization (e.g., "Set time automatically" in your operating system settings).

Step 2: Wait for a New Code​

MFA codes expire after 5 minutes. If you waited too long before entering the code:

  1. Click Resend Code on the MFA verification screen.
  2. Wait for the new email to arrive (this may take up to 30 seconds).
  3. Use the code from the newest email only. Previous codes are invalidated when a new one is sent.
caution

Do not click Resend Code repeatedly. Each click generates a new code and invalidates all previous codes. Click once and wait at least 30 seconds for the email to arrive.

Step 3: Check Spam/Junk Folder​

MFA code emails sometimes get caught by spam filters, especially if your organization has strict email filtering rules.

  1. Check your spam or junk folder.
  2. If the email is there, mark it as Not Spam to prevent future emails from being filtered.
  3. Add the the platform sender address to your email contacts or safe sender list.

Step 4: Use Backup Codes​

If your organization has configured backup codes for MFA, you can use one:

  1. On the MFA verification screen, click Use a backup code.
  2. Enter one of the backup codes you were given during MFA enrollment.
  3. Each backup code can only be used once.
note

Backup codes are generated during MFA enrollment. If you did not save your backup codes, this option is not available. Contact your administrator instead.

Step 5: Contact Your Administrator to Reset MFA​

If none of the above steps work, your MFA enrollment may need to be reset:

  1. Contact your system administrator.
  2. Ask them to reset your MFA enrollment from the User Management page.
  3. On your next login, you will be prompted to re-enroll in MFA.
  4. Complete the enrollment process and save any new backup codes.
Admin

Administrators: To reset a user's MFA:

  1. Navigate to Admin > Users.
  2. Find and open the user's account.
  3. Click Reset MFA.
  4. Confirm the action.
  5. Inform the user that they will need to re-enroll on their next login.

Account Locked​

Account lockout occurs when too many failed login attempts are detected. This is a security measure to protect against brute-force attacks.

Why Accounts Get Locked​

  • Too many failed password attempts -- after 5 consecutive incorrect password entries, the account is temporarily locked.
  • Too many failed MFA attempts -- after 5 consecutive incorrect MFA codes, the account is temporarily locked.
  • Administrator action -- an administrator may deactivate your account for security or administrative reasons.

Temporary Lockout (Auto-Recovery)​

If the lockout is due to failed login attempts:

  1. Wait 15 minutes. The lockout is temporary and will automatically expire.
  2. After the lockout period, try logging in again with the correct credentials.
  3. If you cannot remember your password, use the Forgot Password link before attempting to log in.
tip

After a temporary lockout expires, you get another 5 attempts. If you are not sure of your password, use Forgot Password rather than guessing and risking another lockout.

Permanent Lockout (Admin Action Required)​

If your account has been deactivated by an administrator, you will see an "Account is inactive" message:

  1. Contact your system administrator.
  2. Explain that your account appears to be inactive.
  3. The administrator can reactivate your account from the User Management page.
  4. Once reactivated, you can log in with your existing credentials. If you have forgotten your password, the administrator can also trigger a password reset.
Admin

Administrators: To unlock or reactivate a user:

  1. Navigate to Admin > Users.
  2. Find the user's account (use the Status filter to show Inactive users if the account was deactivated).
  3. For temporary lockouts: the lockout clears automatically after 15 minutes. You can also click Unlock Account to clear it immediately.
  4. For deactivated accounts: click Reactivate to restore access.

Browser and Network Issues​

Sometimes login problems are caused by the browser or network rather than credentials.

Clear Browser Cache and Cookies​

Stale cached data can interfere with the login process:

  1. Open your browser settings.
  2. Navigate to Privacy or Clear browsing data.
  3. Select Cookies and Cached images and files.
  4. Clear the data.
  5. Close and reopen your browser, then try logging in again.

Try a Different Browser​

If clearing the cache does not help, try a different browser to rule out browser-specific issues:

  • Supported browsers: Chrome (latest), Edge (latest), Firefox (latest), Safari (latest).
  • Not supported: Internet Explorer, outdated browser versions.

Check Network Connectivity​

If the login page does not load at all:

  1. Verify that you have internet access (try visiting another website).
  2. If your organization uses a VPN, ensure the VPN is connected.
  3. If your organization uses an IP whitelist (see System Settings), verify that your current IP address is on the approved list.

Quick Reference: Login Issue Decision Tree​

Cannot log in
  |
  +-- Login page does not load
  |     +-- Check internet connection
  |     +-- Check VPN connection
  |     +-- Check IP whitelist
  |
  +-- "Invalid email or password" error
  |     +-- Check Caps Lock
  |     +-- Re-type password manually
  |     +-- Use Forgot Password
  |
  +-- MFA code not accepted
  |     +-- Check device time sync
  |     +-- Click Resend Code (once)
  |     +-- Check spam folder
  |     +-- Use backup code
  |     +-- Contact admin to reset MFA
  |
  +-- "Account is inactive" or "Account locked"
        +-- Wait 15 minutes (temporary lockout)
        +-- Contact admin (permanent deactivation)

Still Having Problems?​

If none of the above solutions resolve your login issue:

  1. Take note of the exact error message displayed on the screen.
  2. Note the date and time of the failed attempt.
  3. Contact your system administrator with these details.
  4. If the administrator is unable to resolve the issue, see Getting Help for additional support channels.