Resolve sign-in, password, and session problems

Sign-in troubleshooting

1. Check that you opened the correct portal for your account type. A vendor account is not a staff account.
2. Check the username or login email and password. Avoid repeatedly guessing if the account is locked.
3. If a password-recovery option is offered, request instructions and check the account's mailbox. The request acknowledgement does not confirm whether an account exists.
4. Use the latest recovery link promptly. Password-reset links expire after 30 minutes and can be used once. Verification links serve a different purpose.
5. If access remains blocked, ask the authorized administrator to review account and program/access status. A password reset does not reactivate a disabled account.

Sessions and shared demo access

Signing out revokes sessions for that account, including other browsers using the same shared demo identity. A password change invalidates older sessions and retains a replacement for the browser performing the change.

If a previously working page asks you to sign in again, return to the correct portal and sign in. Do not discard unsaved work without checking what has already saved. Never include a password or recovery link in a support screenshot.

Describe a problem

• Give the page name and exact error text.
• State your role, the action attempted, and whether the record saved.
• Use a fictional record identifier when possible; remove personal details and credentials.
• Report the time and whether the problem repeats after signing in again.