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Invalid Credentials

  1. The Invalid Credentials window appears when signing in...
    1. If the username does not exist.
    2. If the username exists, but the password is incorrect.
    3. If your account has been deactivated, is unapproved, or locked out.
    4. If you tried to use the SSO option, but your Playbook account does not exist.
  2. Steps to resolve
    1. If you are signing in using a username & password...
      1. Check that you are using the correct username, which might not be your email address.
      2. Check that you are using the correct password and, if you are copy/pasting the password, you are not pasting any extra characters (like a space at the end of the string).
      3. Try Forgot Password?.
         
        1. If you were able to successfully reset your password, sign out, then sign in again using that password to verify that you can sign in properly. 
        2. Upon trying to sign in again, if it doesn’t work, then you are using the wrong username. The correct username is in the Forgot Password email you received.
        3. If you still cannot sign in, contact your Playbook administrator or Playbook Support.
    2. If you are using SSO, contact your Playbook administrator.