If you cannot access an application using your credentials, this may be because of one of the following reasons:
- your account was disabled because it was inactive for over 6 months: you can reactivate it using the credential recovery option
- you are entering the wrong credentials: you can recover your username or reset your password using the credential recovery option
- you are sure you have remembered your credentials correctly but can't gain access: it may be that your web browser is automatically using previously saved username and password data for authentication.
To resolve the problem you can try using private browsing mode (also known as anonymous or incognito).
Private browsing is a function that all the main Web browsers have and it allows you to browse:
- without saving any information on your computer (or smartphone/tablet) about the sites you visit (chronology), the data you enter in forms, cookies, etc.
- without referring to your previous browsing history in current browsing.
How to open a private browsing window in your Web browser:
- Microsoft Edge
- Google Chrome
- Mozilla Firefox
- Apple Safari
If you can gain access normally after opening a private browsing window, this means that there are some settings saved on your browser that are preventing you from logging into the application correctly.
You can then decide to either:
- keep on accessing the application using private browsing mode, which ignores the saved settings, or
- remove the saved settings, i.e. passwords and cookies, following the instructions on your Web browser support pages:
- Microsoft Edge
- Google Chrome
- Mozilla Firefox
- Apple Safari
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