Troubleshooting Login Issues

The following table contains issues that may occur when attempting to log in to your Juvare solution.

Potential issues and solutions
Problem	Description	Reason	Solution
Cannot reset password	A message displays that only an administrator can reset your password.	You have not activated your account. You use your organization's single sign-on (SSO) to access Juvare solutions.	Locate the account activation email, if necessary check your spam folder, and complete these steps: Activate your Juvare account. Contact your administrator and ask them to reset your organizational credentials.
Cannot reset password	A message displays that resetting your password is not allowed at his time. Please contact support for assistance.	The login email entered to verify your identity prior to resetting your password was incorrect.	Enter your login email and not your username. Enter your login email correctly, without typos, and try again. Confirm your login email with your administrator and try again.
Cannot log in	A message displays that the system found some errors and asks you to review the form and make corrections.	This message appears due to a configuration issue or security software that interferes with requests from the browser to Juvare Login Services.	Refresh the browser window. Contact your administrator and ask them to contact the Juvare Support Center. A call between the client administrator, their network administrator, and someone from Juvare's Engineering Team may be necessary.
Don't recognize this activity?	An email informs you that you have set up a password or an authentication factor and displays a location.	You may receive this message in an email due to your network configuration or Internet provider taking steps to secure your IP address.	If you don't recognize the activity, click the Report Suspicious Activity button in the email. Otherwise, no action is required.