I am not able to sign in. What can I do?

Being one of the essential services that we offer is the EUI platform and signing in can sometimes be a problem. Several reasons could cause such failure in signing in which you can find more information below.

Incorrect Password

Error message: Login Failed! Login failed due to wrong username and password (401/).

• Incorrect Password or Username

As the error suggests, this is most likely caused by an incorrect password or username. You can resolve this by clicking on "Forgot Password". 

You can then enter your email address and click "RESET MY PASSWORD".

Once done, you will receive an email with a password reset link that is valid for 14 days. Make sure that all the password requirements are met before clicking on "Set my new password".

Note: You won't get a password reset link if you enter an incorrect email address.

• Your account is not yet activated

You will encounter the same error above if your account is not yet activated. On this case, please make sure that you check your email address for the activation link (this is valid for 14 days) or contact the administrator of your organization. If no administrator is available, please raise a ticket to support@emnify.com.

• Your account is Suspended

Any administrator within your organization has the ability to suspend a user. If your account is suspended you will get the same error message above. You can contact the administrator of your organization. If no administrator is available, please raise a ticket to support@emnify.com.

Note: You cannot reset your password if your account is suspended. 

Too Many Failed Attempts

Error Message: Login Failed! Too many failed authentication requests.

If you encounter this error, this means that you have exceeded the maximum number of retries in entering the correct password. Ideally, you just need to wait at least 10-15 minutes before you could sign in again. If you still get either of the 2 errors above, we suggest that you follow the instruction for password reset above. If the password reset is successful and the issue persists, please raise a ticket to support@emnify.com.