Experiencing issues with the new Login/Keychain process?

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Experiencing issues with the new Login/Keychain process?

On 1st May, we updated our login process, so that users not using an email address as the username (a "Keychain"), users would be taken through a wizard to create a Keychain. There have been a number of unexpected issues, and as a result our support team have been inundated with calls, emails and tickets. We completely understand the importance of being able to access OneFile and apologise for the impact this has had on you.

Please use the links below for the specific problem you're experiencing.

I'm logged into my Keychain, but I can't see my account
To fix this problem, your account needs to be linked to your Keychain. Click here for guidance


I can't log into my Keychain or my accounts
This is usually resolved by resetting your password, Click here for guidance | Click here to reset your password

I see the message, "Email is already taken"
Instead of trying to create a new Keychain, you need to log into your existing Keychain. Click here for guidance

Thank you for your patience whilst we work to resolve these issues.

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