What to Do if You Can't Log In
It Happens to the Best of Us
Table of Contents
When you and your ticket management system are stuck on opposite sides of the login screen, it isn't hard to see why Logging in to Agile Ticketing Solutions App or Web Portal is the most viewed article in our knowledgebase.
If you get locked out, you're more than justified in calling our support line for help. If you'd rather become the Login Hero of your organization or are simply too stubborn to admit defeat, then this blog is for you.
What to Do When You Can't Login
Double-check Your Password
Typos happen to the best of us and the Caps Lock key has a sneaky way of turning itself on when least expected. To scan your password for typos, click the Eye icon next to the password field. When you're done, be sure to click it again to protect your login.
Be Careful!
Entering an incorrect password more than five times can lead to a temporary account lockout that can only be cleared by asking a colleague or support representative to clear the failed logins on your behalf. Fore more information, see the Clear Failed Logins section below. 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 the memory game, you can reset your password. 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 after twenty minutes, make sure your email was typed in correctly and try again. If the problem persists, reach out to Agile support.
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, a red Account Temporarily Disabled button appears under the login button on the front end, and the Clear Failed Logins button comes to life on the back end.
Unlocking the account requires help from a colleague with Admin permissions to view and update users or an Agile support representative . 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 login attempts 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)
Reduce the number of passwords you have to keep up with by tying your Agile Sign in to your office's Microsoft Account with the Single Sign On option. Please reach out to an Agile support representative if you have any interest in this feature.
Stay Logged for Two Weeks
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.
Not being able to log in does not need to wreck your workday. You have tools and resources to address the issue. If all else fails, our 24/7 on-call support line is attended by Agile team members who no doubt have had trouble logging in themselves in the past and are happy to help address such an issue.