Article verified for Release 14.1 on March 12, 2025.
This article provides step-by-step guidance to troubleshoot login issues when accessing your account. If you find yourself unable to log in using the credentials provided in the email, we’ll guide you through some simple solutions to get you back into your account.
Trouble Logging into the Application
If you are unable to log in using the credentials provided in the email, follow these steps:
Refresh the Page:
Sometimes, login issues can be resolved by refreshing the login page. To do this, press Ctrl + Shift + R on your keyboard. This will force a full page refresh, and it often helps if there are any temporary glitches.
Manually Enter Your Password:
If copying and pasting your password isn’t working, manually type it in. This can prevent any formatting issues that may occur when pasting from the email.
If neither of the above steps works, it’s important to determine the origin of the problem before troubleshooting. Here’s how you can identify the cause:
Is the Issue Related to Your Username or Password?
If you’re receiving a “Username or password incorrect” message, verify that you’re using the correct username and password. If you’re unsure of your credentials, proceed to the Forgot Username/Password section below.
Are You Using a Temporary Password?
If you’ve been given a temporary password, make sure you’re entering it exactly as it was provided. Temporary passwords often have time limits or restrictions that can affect your login. If the temporary password has expired or you are unsure, you may need to request a new one.
Is the Problem Related to the Email Address You’re Using?
When retrieving your username or password, make sure you’re using the email address associated with your account. If you use a different email, the system will not recognize it. Double-check that you are entering the correct email address associated with your account.
If the issue persists, use the recovery options available to retrieve your login details.
Forgot Username
If you’ve forgotten your username, follow these steps:
- Click on Forgot Username or Password
- In the pop-up window, choose Forgotten username.
- Enter the email address associated with your account.
- Click the Submit button to request a username reminder.
Check Your Inbox: After submitting your request, check your inbox for an email that contains your username. If you don’t find the email in your inbox, be sure to check your spam or junk folders as well.
Note: If no username is associated with the provided email address, an informative message will be sent via email.
Forgot Password
If you’ve forgotten your password, follow these steps:
- Click on Forgot Username or Password.
- In the pop-up window, select the Forgotten Password option
- Enter your username and the email address associated with your GetCertified account.
- Click the Submit button to request a password reset.
Check Your Inbox: After submitting your request, check your inbox for an email with your new password generated by the system. If you don’t find the email in your inbox, be sure to check your spam or junk folders.
By following these steps, you should be able to resolve most login issues and regain access to your account.
Note: If you use your professional email address, please be aware that many organizations implement stringent email filtering systems to safeguard against security threats. These filters can automatically block automatic emails sent by the system. Please contact your exam instructor if you have not received the reset password email.
How to Contact Support
If you’re still experiencing login issues and have not received an email from the system, you can contact support directly from the login page. Follow these steps:
- Click on “Contact Support”: On the login page, locate and click “Contact Support.”
- Choose the Support Department (if applicable): Depending on the settings configured by the administrators, you may have the option to select a specific support department, for example, Customer Support or Technical Support.
- Enter Your Email Address: Provide the email address associated with your account.
- Enter the Subject: Choose a relevant subject that summarizes your issue (e.g., “Login Issue”).
- Write Your Message: In the message box, describe the issue you encountered in as much detail as possible.
- Click “Send”: After filling in the necessary information, click the “Send” button to send your request to the support team.
- Check Your Inbox: You will receive a reply from the support team as soon as possible with further troubleshooting steps.
Best Practices and Tips
- Whenever a user requests a new temporary password, the previous ones automatically expire and cannot be used. It is essential to use the most recent temporary password received as the previous ones have expired and cannot be used.
- Once you successfully log in, you will be prompted to change your password immediately to enhance the security of your account. For detailed instructions on how to change your password directly within the application, please refer to this article.
- For the best experience, we strongly advise using a PC or laptop and enabling the Show password option to ensure accuracy while entering the password.
For more useful instructional materials, check these links:
