Error message: Username or password is not recognized
Possible causes:
Incorrect email address used (case sensitive).
Incorrect password used (case sensitive)
The user is no longer registered with an Unleashed account.
The user is accessing the site via a bookmarked link with parameters that may have expired or become invalid.
Solution:
Contact your account owner to confirm your user's email address is correct.
Ensure you are using the correct login page, as attempting to log in via the Access Evo login page will not work with Unleashed credentials that have not been migrated.
Avoid using bookmarked links with parameters that may have expired or become invalid; instead, use the direct login URL provided by your organisation or Unleashed.
Select "Forgot your password?" to reset your user's password.
If you do not receive an email to reset your password (check spam/junk inboxes), delete and re-invite the user.
If the issue persists, try logging out of all active sessions and re-attempting the login after clearing your browser's cache and cookies.
Error message: Too many failed login attempts, account locked
Possible causes:
Five unsuccessful login attempts within a 30-minute window.
An incorrect email or password has been used too many times.
Solution:
Ask a support-enabled user to contact the support team on your behalf to unlock your account.
Error message: Your authentication information is incorrect
Possible causes:
The authenticator is out of sync with the local date or time.
The user's 2 Step Authentication (2SA) has not been successfully set up.
The code entered does not match the one generated by the authenticator app, possibly due to time sensitivity.
The device's clock is not synchronised, leading to incorrect code generation.
Forced password resets can occur due to session timeouts, browser cache issues, automated security checks, or temporary authentication errors, and do not necessarily indicate an error or compromise.
Solution:
From the authentication page, select "Lost your mobile device?".
Wait for an email to your login's alternative email address, which will contain a 6-digit authentication code.
If the error persists, contact your account owner to reset 2SA for the user.
If the issue persists after resetting 2SA, remove the existing 2SA setup from your authenticator app and reconfigure it by resetting the user's 2SA again.
If the issue persists after resetting 2SA and the authenticator app, delete the user, re-invite them, and ensure they use a different password during signup.
š¤ Tip: Select the "remember for 30 days" option when logging in after successfully setting up 2FA to reduce the frequency of authentication prompts.
Error message: Sorry, your request could not be completed
Possible causes:
User was last logged in to a Sandbox account that has since expired.
The URL link to Unleashed has expired.
The Default Sales Tax or Default Purchase Tax in Settings > System > Taxes is empty.
Solutions:
Follow the instructions provided on the current page.
Clear your web browser's cache and cookies, then re-attempt logging in.
Ensure a tax has been selected in the Default Sales Tax or Default Purchase Tax fields in Settings > System > Taxes.
Revisit the Unleashed login page in an incognito browser window or attempt login after clearing standard session issues in your browser.
Clearing Browser Cache
Click the three dots icon in the top right of your Google Chrome, Mozilla Firefox, or Microsoft Edge browser.
Click Settings.
Click Privacy & Security.
Click Delete Browsing Data.
Tick Cookies & Other Site Data and Cached Images and Files.
Click Delete Data.
Restart your browser.