Troubleshooting Login Issues

I tried resetting my password but did not get the email

1. Check your spam folder in your email account. Occasionally these end up here.
2. Contact [e-mail]. We can see if the password reset email was successfully sent, and if it wasn't, we can investigate why.

I used two-factor authentication to log in but did not receive a text message.

Our texting service is not available outside of the US area code (+1). Please contact [e-mail] so we can turn off this setting on your account.

The login screen is trying to log me in with the wrong credentials.

Every browser allows you to save passwords for the various sites you visit, meaning it will auto-log you in using those saved credentials. You can remove or update your saved passwords by visiting your browser's settings. Please refer to the links below for tips on managing password preferences within each browser.

• Chrome
• Safari
• Firefox

Every time I reset the password and try to log in, it says the password is incorrect.

Your browser is probably auto-logging you in using outdated credentials. Refer to the section above for managing saved passwords in your browser.

I have a username rather than an email address. How do I update my password?

You are set up as a managed user within the main account. Please contact the account owner for updating your login credentials.

How do I change my email address?

You will need to log in using the current email address on your account. From there, proceed to Account > General to update this information.

If you need to change the password but no longer have access to the email address associated with your account, please contact your account administrator. For security reasons, OneRooftop is not allowed to change login email addresses.