Submit a ticket My Tickets
Welcome
Login  Sign up

I've received my password reset email, but I still can't log in

Here's a list of reasons which you may be unable to log into your account, even if you've received your password reset email:

  • A previously saved password is being automatically entered by your internet browser

  • You may be entering the incorrect username, email address or password

  • Cached data on your internet browser

  • Your account may be locked/ suspended


For each issue, use the guidance below to try and resolve the problem.



A previously saved password is being automatically entered by your internet browser


If you have recently changed your password, your browser may be remembering an old password you've used to log in previously. 


To remove an individual saved password from your internet browser, click here for guidance (external).



You may be entering the incorrect username, email address or password


If you've received the password reset email, the username for your account will be displayed above the link to reset your password. 


If you have a Keychain, your username will be the email address that was used when registering for your Keychain.


If you have an individual account, you username will be the first letter of the first name and surname merged with a number at the end, e.g AEXAMPLE2


When entering the password, remember that it must be entered exactly as it was saved (passwords are case sensitive).



Cached data on your internet browser


When you browse the internet and visit different sites, your internet browser saves some information in temporary storage to reduce the time to load the webpage the next time you go there. This temporary storage is called cache.


To remove cached data from your internet browser you can usually press Ctrl+Shift+Del whilst on the internet browser. if this doesn't work click here for guidance (external).


We would recommend only clearing the Cookies and other site data and Cached images and files. Your browsing history and other options don't need to be cleared.



Your account may be locked/ suspended


Your Training Provider can enable a setting within OneFile that locks an account after 3 unsuccessful login attempts, for increased security.


Due to GDPR, OneFile Administrators are unable to unlock the account. If this has occurred, please contact your Training Provider. They can remove the lock and can manually reset your password if needed.

N
Natasha is the author of this solution article.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.