I can't login? I'm getting an error after adding my credentials

Modified on: Thu, 22 Oct, 2020 at 3:54 PM


If you are getting an error message when trying to log in it could be for different reasons. In this article, we will help you to identify what's the issue and how to solve it.  


Possible Errors:


Invalid email or password


How to troubleshoot this error

Step 1: Verify you are on the correct login page

  • We have a specific URL for each company. If your vault or account was provided by a specific company, please check that you are in the correct URL. The login in Futurevault.com it's dedicated to direct clients.
  • Another way to identify that you are on the correct landing page is the branding of the page. The majority of our portals are branded according to the company's colours and logo.


Step 2: Check that you are using the correct login email

  • Your account was set up with a specific email address, if you have an alias to that primary email, you won't be able to log in. Check with your support team if you are not sure what's your login email.


Step 3: Check for blank spaces or special characters 

  • If you are copy and paste the email or password, make sure to not add any spaces or extra characters.


Solutions

  1. Go to the correct URL.
  2. Add correct login email
  3. Remove spaces or characters.

User is Locked

How to troubleshoot this error

Step 1: Wait for 5 to 10 minutes

  • Once you get this error it means that you have tried at least 5 times to access the account with the incorrect combination of email and password. For security reasons, the system locks your account.
  • After the fifth time if you keep trying the system will keep adding 5 more minutes to the locked account.
  • Even if you reset your password to this point, the system won't let you in.

Step 2: Login again with the correct credentials

Step 3: Verify you are not a robot

  •  When you add the correct email and password the system will ask you to complete a test to verify you are not a robot.


Solutions

  • Wait for 5 to 10 minutes. If you still don't remember the correct password, click on "Forgot your Password".

Something went wrong

How to troubleshoot this error

Step 1: Verify you are login in the correct page

  • We have a specific URL for each company. If your vault or account was provided by a specific company, please check that you are in the correct URL. The login in Futurevault.com it's dedicated to direct clients.
  • Another way to identify that you are on the correct landing page is the branding of the page. The majority of our portals are branded according to the company's colours and logo.

Step 2: Your account could be inactive, check with your account provider.

Step 3: If you are a Trusted Advisor, your account may not be set up properly.

Solutions

  • Login to the correct URL.
  • Contact your support team or the administrator of your account
  • For Trusted Advisors, ask the vault owner to send you a new invitation and complete the registration process. 

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