Before you begin

Make sure you have your own user account and it is not shared with anyone. If you use a shared account from different locations, you will be blocked from logging in to protect against unauthorised access

Invalid email or password

If you're unable to log in due to an invalid email address or password, follow these troubleshooting steps:

Enter credentials manually: Type your email and password manually. Your browser might be auto-filling incorrect credentials, if multiple users share the same computer.
Try alternative browser methods: Use incognito mode or a different browser, as your current browser may store incorrect information. We recommend Google Chrome or Mozilla Firefox.

For your regular browser, try:

Clearing your browser’s cache and cookies
Checking that JavaScript and cookies are enabled
Allow third-party cookies

Reset your password: If you’ve forgotten your password, click Forgot password on the login page. For security purposes, we recommend you change your password even if you think you remember it but cannot log in.
Use a different device: Try logging in with a different device using the same internet connection. Antivirus and firewall software sometimes block websites they consider suspicious. If successful, add 'sec-login.com' to trusted websites on your antivirus and firewall settings (contact your IT support if needed).
Try another internet connection: Attempt logging in using a different connection (e.g., mobile data instead of Wi-Fi). If successful, contact your internet service provider to add 'sec-login.com' to trusted websites on your router/modem.

Account disabled

Your account may become disabled for three different reasons:

Security reasons

Each user must have their own user account with a unique email address.

To enhance your account's protection against unauthorised access and phishing attempts, users attempting to log in with the same email address from different locations within a short period of time will be prevented from logging in.

You'll need to change your password if your account is disabled for:

Password expiry (update required every 90-days per PCI DSS)
Suspicious activity detection
Six consecutive incorrect password attempts

Billing issues

Your access may be disabled if two or more invoices are unpaid. After payment, access will be restored.

Note: Check your self-service billing portal for outstanding invoices and to make payments.

Manually disabled account

Admin users with user management permissions can disable accounts. To resolve:

Contact a user with user management permissions to check if your account was unintentionally disabled
If no other users exist, your property's main contact should request reactivation from our support team

Invalid multi-factor authentication code

If the system won’t accept your six-digit code MFA code:

Enter your email address and password manually
Only use the most recent authentication code (previous codes expire when new ones are requested)
Check for typing errors
Try incognito mode (if successful, clear your browser's cache and cookies)

Password reset and account activation emails

If you haven't received your activation or password reset link within 10 minutes:

Check all email folders (including spam)
Verify your email address spelling
Try incognito mode
Request another password reset

⚠️ When no activation email is sent: No activation email will be sent when creating users with email addresses that already exist in the system. This happens when:

Recreating a deleted user: If you delete a user and then create a new user with the same email address, the system will restore the previous user's details
Adding existing users to additional properties: When a user is linked to multiple properties and you add their email address to another property

What to do: Simply go to the login page and log in with the email address and password. If needed, click "Reset password" to reset your password. For users added to additional properties, log out and log back in - the newly added property will automatically appear under your account.

Common issues include:

Misspelt email addresses (create a new user with the correct address)
Email provider issues (wait 10 minutes before retrying)
Our email address is blacklisted by your server (ask your email provider to whitelist our address. Try incognito mode)

Password resets

Expired links

Links may expire because:

Multiple reset requests were made (only the latest link works)
24 hours have passed since the request

‘Unable to process your request’ error

Your email server or antivirus software may block our password reset URL. Add our email address and password reset URL domain to your whitelist.

User account security

For security reasons, each user must have their own user account with a unique e-mail address

To enhance your account's protection against unauthorised access and phishing attempts, users attempting to log in with the same e-mail address from different locations within a short period of time will be prevented from logging in

If you are using our mobile app as your MFA method and your browser's location differs from your mobile device's location, or if location data cannot be retrieved/is unknown, you'll see a suspicious activity warning.

You'll see a warning screen with sign-in details
Review the details and confirm whether the login attempt was made by you
If legitimate, check both confirmation boxes - "Yes, I am logging in on [browser] on [device]" and "Yes, I am logging in from [location]. Or if you don't recognise the login, select "No, reject login" to block the attempt