Troubleshooting "Invalid Credentials" and Password Reset Issues

If you encounter an "Invalid Credentials" error message while trying to access your rewards portal or if you are not receiving your password reset emails, don’t worry! This article will guide you through some simple troubleshooting steps to help you regain access to your account.

### Step 1: Verify Your Login Portal URL

First and foremost, ensure that you are logging into the correct portal. Our rewards platform is tailored for various organisations, so it’s essential to use your specific company’s designated URL (for example, yourcompany.propellocloud.com) instead of a general login page. Double-check the URL in your browser’s address bar to avoid any mix-ups.

### Step 2: Check for Password Reset Emails

If you have requested a password reset but haven’t received the email, follow these steps:

- **Check your Spam/Junk folder:** Sometimes, automated emails can be filtered out by strict corporate mail servers. Look in these folders to see if the email has landed there.

- **Wait 5-10 minutes:** During busy periods, it may take a little longer for automated requests to be processed and delivered. Patience is key!

- **Whitelist our domain:** To ensure that our emails reach you, ask your IT department to allow emails from the domain @propellocloud.com.

### Step 3: Clear Browser Cache and Cookies

Stored data in your browser can sometimes interfere with the login process. To clear your cache and cookies:

- Press **Ctrl + Shift + Delete** (Windows) or **Cmd + Shift + Delete** (Mac).

- Select the option to clear cached images and files, then restart your browser.

- Try logging in again to see if the issue persists.

? **Still Stuck?** If you have completed all these steps and are still unable to log in, it’s possible that your account profile is inactive or requires a manual sync. In this case, please click "Submit a Ticket" or use our Live Chat Bot to connect with a support specialist who can assist you further. We’re here to help!