What to Do if You Can't Log In
It Happens to the Best of Us
Table of Contents
When you're marooned on one side of the login screen with your ticketing on the other, it isn't hard to see why Logging in to Agile Ticketing Solutions App or Web Portal is one of our most viewed help articles of all time.
You're more than justified in picking up the phone to call for help. If you have the time to look into this on your own, or, like me, you are simply too stubborn to admit defeat, you can try relying on the steps below to help yourself or be hailed as a hero for helping others in your organization.
What to Do When You Can't Login
Double-check Your Password
Typos happen to the best of us no matter how closely we are paying attention. I also find that Caps Lock key has a sneaky way of turning itself on when I least expect it. It's simple to scan your password for typos if you click the eye icon next to the password field. Just be sure to click it back as soon as you can to protect your login.
Be Careful!
Entering an incorrect password more than five times can lead to temporary account lockout that can only be addressed by waiting it out or asking a colleague to clear the logins on your behalf. If you fail to sign in two or more times, take a minute to slow down and weigh your options.
Password Reset
If you're tired of playing a memory game, you can reset your password to something fresh enough to last until your next 90-day password update. First, click Forgot Your Password.
This will take you to Password Assistance. Enter your email address and click Submit.
It may take some time to receive the email, a fact which is no less frustrating when you're already in a rush to sign in. Please be patient, and if you don't see the email, make sure your email was typed in correctly and try again.
Clear Failed Logins
Not many clients are familiar with this button, for good reason. When all is well and running smoothly, Clear Failed Logins shows up greyed out:
When someone enters the wrong password more than five times, the system locks their account, and the Clear Failed Logins button activates. A sure sign your account has been locked is a red Account Temporarily Disabled button appearing under the login button.
Unlocking the account requires help from a friend or support representative with Admin permissions to view and update users. They can follow the steps below to unlock your account:
Log in to portal.agiletix.com and click Settings.
Scroll to Security and click Users.
Click the Pencil Edit Icon next to the name of the person who is locked out.
Click the blue Clear Failed Logins button at the bottom of the screen.
You'll know the logins are cleared when the button turns green.
Please try signing in again.
Tips to Avoid Login Issues
The following tips are usually more helpful before you encounter login issues.
Single Sign On (SSO)
A few months ago you might have noticed a new button on the login page:
Use Single Sign On to tie your Agile Sign in to your office's Microsoft account and reduce the number of passwords you have to keep up with. This feature must be enabled by an Agile support representative, so please reach out to us if you have any interest in it.
Stay logged in Perpetually
One way to avoid sign in issues is to sign in less frequently. That's why our developers made extended sign in available about a decade ago. This little checkbox, found under the login fields, can save you time if you log in to the system regularly.
Hopefully if you've gotten this far, this article has taught you that not being able to log in does not need to wreck your workday. You have tools and resources to address the issue, and, failing that, our 24/7 on-call support line, attended to by our team members who have no doubt had trouble logging on in the past and will be happy to help address such an issue.