Troubleshoot Control Center login problems

You may encounter problems when you try to log in to Control Center. For example, you know you're entering the correct username and password, but you keep getting an error message. Or, you've been locked out of your account.

Problems with credentials

If you've forgotten your login credentials, you can retrieve your username and password. (If needed, as part of the retrieval process, you can reset your password.)


If you are certain you're entering the correct username and password, the problem might be how you're entering the information.

  • Are you copying and pasting your username or password? If so, that could be why you're experiencing troubles. When people copy and paste their username/password, they often accidentally grab an extra space and insert that as part of their login credentials. With the extra space, the system doesn't recognize the username/password, and you get an error message. If this is the problem you're experiencing, try manually typing in your username and password.

  • Are you relying on your browser to enter your password using stored information? Stored passwords usually don't work with our systems. We recommend manually typing in your Control Center password, rather than relying on your browser to retrieve it.


For some customers, the system automatically adds to the end of their username. For example, if your username is sallysmith, the system would change it to be If you see this happen with your username, do not delete the It's there for a reason and is part of the login process.

Note: If you're ever asked to provide your username, type the information before the @ sign — in this case, sallysmith.

Account lock-out

After several unsuccessful login attempts, Control Center locks your account for security purposes. This is a preventative measure against unauthorized people accessing your account.


If your account is locked, you'll receive an email with instructions on how to proceed. If your login credentials are correct, the problem could be with your browser. If Control Center is running slowly, that could also be a browser problem. 

The first and easiest thing to try is to close and restart your browser. If that doesn't work, try these next steps: 

Problems with IP address

Sometimes login problems have to do with your IP address. For instance, if you work for a government agency and have tried the things mentioned in this article without success, you should consult your IT department. The problem may be that your computer was temporarily disconnected from your network. Resetting, or renewing, your static IP address could solve the problem

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