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Why Can't I Log In?

Why Can't I Log In?

When logging in to DCI, if the user enters a username or password that is not registered in the system, they will receive the error Invalid Username/Email or Password.

  • Verify the username or email is spelled correctly

    • The username is not case-sensitive

    • The email address used must be the email listed for the user profile

    • If the user email address has changed or is unknown, please contact your supervisor for assistance.

  • Verify the password is entered correctly

    • The password is case-sensitive

  • If the user forgot their password, select the Forgot your password link.

    • If the wrong password is entered, the user may receive the error For security purposes, you have been locked out. Please contact your supervisor.

    • The number of password attempts varies by company

    • Contact your supervisor to unlock your user profile

  • If the user cannot log in to a Residential or Day Program profile:

    • Verify the correct username and password are being entered

    • Verify the user has an active service account for the program

    • Contact your supervisor for additional assistance

For additional support, view the articles Password Reset or Profile Activation for full, step-by-step processes.

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