Unable to Log In: Username and Password Not Working

Overview

When you try to log in to ResponseTek, you may find out that you are unable because your known username and password do not work anymore and that you are unable to reset your password by using the Forgot Password feature. This article shows you what you can do.

Solution

If you have been able to log in to the ResponseTek portal and now you are not, your account is probably locked. Since you were not able to unlock it by resetting the password, please do the following:

• If your company is a Skyvera customer, please reach out to your program manager. He will be able to unlock your account.
• If your company is an Ignite customer or you are not sure, please contact the person or department responsible for managing ResponseTek users.
• If you are the admin, please check this article on how to unlock a user: Locking and Unlocking User Accounts. If you cannot unlock the user account, it is probably disabled. In this case, open a support ticket, since only the support team can enable a user.

In case you have never been able to log in with this account, this could be an accountable account. This kind of accounts is not able to log in to the system. It exists only for reporting purposes. Here is what you can do:

• If your company is a Skyvera customer, please reach out to your program manager. He will be able to create a new account if needed.
• If your company is an Ignite customer or you are not sure, please contact the person or department responsible for managing ResponseTek users.
• If you are the admin, please check this article on how to create a user: Adding a User in User Manager.

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For all other cases, follow the steps in this article to unlock the account.

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Testing

The issue can be considered solved when you are able to log in to the portal.