In this article

• Two-factor authentication login issues

• Too many incorrect password attempts

• Password has expired

• Invalid e-mail or password

• I can log in but I can’t access my product

This article covers the most common login issues reported by customers, and offers tips for solving them.

Two-factor authentication (2FA) login issues

Two-factor authentication (2FA) is a security process that verifies your identity when you log in to an online account. This extra layer of security prevents unauthorised access and helps to protect sensitive data. However, it can be a little confusing if you’re not used to it.

Your access could be suspended if two or more invoices are not yet paid. Once these outstanding invoices are paid, it can take between 24 - 48 hours to re-enable your access.

• Access suspended due to outstanding invoices

Access suspended due to outstanding invoices

All outstanding invoices and disablement notifications are sent to the billing contact provided to us during onboarding.

Too many incorrect password attempts

Your account will be disabled if you try logging in with an incorrect password seven times in a row. This is a security measure to prevent unauthorised access to your account.

Password has expired

Your password must be updated every 90 days.  This expiration period has been applied in compliance with the Payment Card Industry Data Security Standards (PCI DSS).

Invalid e-mail or password

If you get an “Invalid e-mail or password” error message, there are two options:

Follow these instructions in chronological order to solve common login issues:

1. If you cannot confidently remember your login credentials, try changing your password.
   
2. If you are confident that your credentials are correct, consult the common issues and solutions listed below.

Solution 1 - write the e-mail address and password manually

Your web browser sometimes auto-fills passwords for you. In some cases, this could be an old password or one for a different website.

Try the following:

Solution 2 - check if you are using an old password and reset your password

You may be using an old password and need to reset your credentials.

Try the following:

1. Were you prompted to reset your password recently? Enter the most recent password you can remember.

• Ask a colleague with User management to enable your account.

Browsers can store information. This sometimes causes issues with logging into or loading websites.

• Log in using incognito mode.

If this works, you may need to clear your browser’s cache and cookies to log in from a normal browser window. Search for instructions online to do this.

Solution 5 - log in from a different browser

Some browser settings can cause login issues. If you are using  a lesser-known browser (not Google Chrome or Mozilla Firefox), it is possible that our system may not support it.

I can log in but I can’t access a product or certain tabs

If you can log in and access the product but cannot access certain tabs, ask a colleague with User management enabled to grant you access.

• If you are active on the platform, after 15 hours.
• If you are inactive on the platform,  after 6 hours.

You can simply log back in after you are logged out.

Fix login issues

1. Write the e-mail address and password out manually.
2. If you are still having trouble, try writing the password out into another window/page to check the spelling, then copy-paste it into the password field.

Solution 3 - ask a colleague with user management rights to check if your account is disabled

Solution 4 - log in using your browser’s incognito mode

• Log in from a different browser.

If this works, check that JavaScript and Cookies are enabled/allowed on your original browser. Check the browser settings and make sure to:

• Allow cookies.
• Disable clearing cookies and site data when you close all windows.
• Disable blocking third party cookies.

Solution 6 - log in from a different device

Sometimes antivirus and firewall software will block websites they consider suspicious.

• Log in using a different device. For example, log in with your mobile instead of your desktop computer, but use the same internet connection.

If this works, contact your IT support to add “sec-login.com” to trusted websites on your antivirus and firewall settings to log in from your preferred device.

Solution 7 - log in using a different connection

Internet service providers occasionally ban websites. Some routers/modems also have firewall systems that automatically block certain sites out of caution. Our website may be blocked this way.

• Log in using a different connection.

If you are logging in from a desktop computer in a hotel connected via wifi to a router/modem, try logging in:

• With your mobile phone connection (3G, 4G, or 5G).
• From your home computer connected to your home wifi or router/modem.

If this works, contact your internet service provider to add “sec-login.com” to trusted websites on your preferred internet connection router/modem. The issue could also be due to something else affecting the router/modem, in which case you should contact your IT department.

If your colleague with User management is unable to grant you access, an admin user or main property contact should contact our Support team to request it. Our team will require written confirmation from a registered admin user or main contact e-mail address.

The system logged me out automatically

For security and performance reasons, you will be automatically logged out:

• The system logged me out automatically