⚠️ Important: Do not share login accounts

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

If multiple people share the same login credentials: you will be blocked from logging in when detected from different locations to protect against unauthorised access.

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 / possible phishing detected 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

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

The system detected unusual login patterns: 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

💡 Click Forgot password to reset if your account is disabled for any security reason. If you cannot reset your password, contact our support team for assistance.

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

Multi-factor authentication (MFA) issues

Invalid multi-factor authentication code

Cannot receive authentication codes: If your authenticator app isn't generating codes at all:

Check you are using your chosen authentication method (Little Hotelier app, authenticator app, or browser authenticator)
Ensure you have the latest version of the Little Hotelier app or third party authentication app installed
If using the Little Hotelier mobile app, log out from both platform and app, then log back in

Invalid or rejected authentication codes: If the system won't accept your six-digit MFA code:

Ensure you're using your own MFA device - each user has their own MFA codes and you must authenticate using the device where MFA was set up
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)

Why don't my MFA confirmation numbers match?

When your confirmation numbers don't match between browser and mobile app during login, make sure you are not logged in on the app with a different user. It must be the same account you are logging into on your browser.

Ensure you're logged into your own Little Hotelier app account, not someone else's
Log out completely from both browser and mobile app
Clear browser cache and cookies
Log back in manually (check it is not auto-filling the wrong account)

If numbers still don't match: Ask a user at your property with User Management access to help you reset your MFA method (someone that has access to add and manage user accounts).

Where do I go to set up MFA?

You'll see the setup MFA prompt on first login, when accessing sensitive data, or after MFA reset. You can skip for up to 30 days, then setup becomes mandatory.

Set up or reset MFA manually:

Click profile icon (top right) > My Account
Click Set up MFA (first time) or Reset (to change method)
Follow on-screen instructions

Can't log in and lost access to MFA method? Ask a user with User Management access to reset your MFA, or contact support if unavailable.

Getting stuck in MFA setup loops:

If your MFA setup gets stuck, won't complete, or shows "waiting for connection":

Log out completely from both the Little Hotelier desktop version and mobile app
Ensure you have the latest version of the Little Hotelier app or third party authentication app installed
Clear your browser cache and cookies
Try a different browser or device to log in
Try logging in again

Reset MFA

You may need to Reset MFA when:

Changing your authentication method: You want to switch how you receive your one-time password (for example, from one authenticator app to another)
Replacing your device: You are getting a new phone or device and need to set up the authenticator app or receive codes on the new device
Lost or stolen device: You have lost access to the phone or device that receives your MFA codes
The app has been deleted: You have deleted the authenticator app (like Google Authenticator, Microsoft Authenticator, or the Little Hotelier mobile app) from your device and reinstalled it. If the app is now asking you for a code and you cannot provide one, you must reset your MFA
Factory reset: Your phone or device has been restored to its factory settings, which erases the authenticator app's data

How to request an MFA reset

Reset MFA yourself

If you can still log into your account and have access to your current MFA method: Go to your profile icon > My account > click Reset. Complete one final verification with your current method, then follow the on-screen steps to set up your new MFA method.

Ask another user to reset MFA for you

If you cannot log in because you've lost access to your MFA method: Ask a user at your property with User Management access to help you. They can log into their account > click the property name > User Management > find your user > Edit this user > Security settings > Reset. You'll be prompted to set up a new MFA method the next time you log in.

If no one at your property has User Management access, or if those users are unavailable, contact our support team for assistance.

Steps after MFA reset

Once your MFA has been reset:

Log into your account with your username and password
Follow the on-screen prompts to set up MFA again
Choose your preferred authentication method (Little Hotelier app, authenticator app, or browser authenticator)
Complete the setup process by following the step-by-step instructions

💡 Having trouble after the reset? Clear your browser cache and cookies before attempting to log in. Ensure you have the latest version of your chosen authenticator app installed.

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

Not receiving user account activation emails

⚠️ 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

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