Login Troubleshooting

Use Case: This article will walk you through the most common reasons that a user cannot get logged in.

Users typically run into problems on the following steps:

1. Password Reset - A user tries to reset their password, but fails to do so.

2. Authenticator - A user can't get access because of an issue with their authenticator.

1. Password Reset

Problem: I don't receive an email when I try to reset my password.

Solution: Are you using the correct email? If so, please verify with your IT team that emails from noreply@salesforce.com on behalf of help@netgain.tech aren't being blocked. See an example of the password reset email below:

Problem: My browser gives me an error when I click the link in the password reset email.

Solution: Try clearing your cache and cookies, resetting your computer, or consulting with your IT team to make sure that the URL isn't getting blocked.

2. Authenticator

Problem: I can't use my authentication app for any of the following reasons:

1. I have a new cell phone.
2. I can't log in to my authenticator.
3. I need to change my authenticator.

Solution: One of your coworkers can reset your authenticator by following this article. You'll be prompted to set up a new authenticator the next time you log in to NetLease.