Why Can't I Log In?

If a username, email address, or password entered on the DCI login screen is not registered in the system, the user will receive the error Invalid Username/Email or Password.

Verify the Username or Email address

• Verify that the username or email address is entered correctly.

  • Usernames are not case-sensitive.

  • The email address must match the email address listed on the user's profile.

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

Verify the Password

• Verify that the password is entered correctly.

  • Passwords are case-sensitive.

• If the user does not remember the password, select Forgot your password.

Profile Locked After Unsuccessful Login Attempts

If an incorrect password is entered too many times, the user may receive the following error: For security purposes, you have been locked out. Please contact your supervisor.

• The number of allowed login attempts varies by organization.

• Contact a supervisor or another authorized user to unlock your user profile

Profile Locked During Username or Password Recovery

Users have up to three attempts to verify their identity during the Forgot Username or Forgot Password process.

An attempt is unsuccessful when the information entered does not identify exactly one Portal account. Identity verification may include a security question answer, date of birth, or the last four digits of the Social Security number.

After the third unsuccessful verification attempt:

• The verification link expires.

• The user is redirected to the login screen.

• The user profile is locked.

• A Supervisor or another authorized user must unlock the profile before the user can restart account recovery.

Important: Returning to the login screen or requesting another verification link does not unlock the user profile.

Residential or Day Program Profile Access

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 Forgot Username, Password Reset or Profile Activation articles for full, step-by-step processes.