1. IdeaScale Support Center
  2. New User Guide
  3. Registration , Password & Authentication

Authentication Failure

Tips for helping you get back into your community!

Authentication failure can be frustrating and we want to do everything we can to help!

Below are the most common reasons you might be locked out of your community and what you can do to get back in.

Note: Please keep in mind that for some of the below, only the Admin of the community will be able to resolve and give you access. In these cases, IdeaScale will not be able to assist. 

  1. Invalid Email Address / Password Combination

  2. Account Locked Temporarily

  3. Account Inactivity

  4. Member Banned from Community

  5. Email Domain Blacklisted

  6. Unregistered User


Invalid Email Address / Password Combination

A user keying in an incorrect email address or an incorrect password will be prompted with the error message shown below.

When seeing this message please select Click here to reset to update the password. User will receive an email with instructions on how to do this. If the email is not received, please check the spam folder. 


Account Locked Temporarily

User will receive this message and the below email if they have surpassed the maximum number of failed login attempts. The account will be locked for a set amount of time that is determined by the Admin of the community (there is no way to override this). Clicking on the link will verify the account and user can login again with the correct email and password. 

 

Please Note: Locked Members are temporarily disabled and cannot enter the community or perform any actions while locked.


Account Inactivity 

If the account is inactive for a set amount of time (set by the admin) members will not be able to access the account. In this case please click on the link within the email received as seen in below screenshot.

Member Banned from Community

Usually, a member banned from the community will not be able to log in or perform any activities within the community. If they are banned and try to reset password, they will receive the following email.

Note: IdeaScale does not control community banning so please contact your community Admin for questions/concerns. 


Email Domain Blacklisted

A community that has a list of blacklisted domains (set by the Admin) and anyone trying to register themselves with said domains will see the below error message.


IdeaScale does not control community blacklisting so please contact your community Admin for questions/concerns.


Unregistered User trying to reset password

If you receive the below email please click the Please register to continue link to create an IdeaScale account.