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Authentication Failure

Tips for helping you get back into your community

We understand that being locked out of your community can be frustrating, so we've compiled a list of the most common reasons this may happen and provided solutions to help you regain access.

Please note that for certain issues listed below, only the community administrator will be able to resolve the problem and grant you access. In such cases, IdeaScale may not be able to offer assistance.

  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.

If you encounter the error message mentioned above, simply click on the Forgot Password option to update your password. You will receive an email with detailed instructions on how to proceed. If you don't receive the email, make sure to check your spam folder. 

Account Locked Temporarily

If a user fails to log in too many times, they will receive a message and email notifying them that their account has been temporarily locked. The community administrator determines the duration of the lockout and cannot be overridden. To unlock the account in case of a wrong password, the user must click on the link provided in the email and log in with the correct email and password. 


Note: Locked Members are temporarily disabled and cannot enter the community or perform any actions while locked. Administrators of the community can help unlock them from Member Management.

Account Inactivity 

If you haven't used your account for a while (the specific amount of time is set by the admin), you may not be able to access it. If this happens, simply click on the link provided in the email you received (as shown in the screenshot below) to regain access to your account.

The admin of the community can unlock these members from Member Management.

Member Banned from Community

If a member of the community has been banned, they will not be able to access or participate in any activities within the community. If they attempt to reset their password, they will receive an email notifying them of their ban. Please contact your community administrator if you have any questions or concerns about being banned from the community.

Note: If you have any questions or concerns about being banned from the community, please reach out to your community administrator. It's important to note that IdeaScale does not have control over community banning.. 

Email Domain Blacklisted

If the community administrator has created a list of blacklisted domains, anyone attempting to register with those domains will receive an error message. IdeaScale has no control over community blacklisting, so please contact your community administrator for any questions or concerns.

Unregistered User trying to reset password

If you have received the email mentioned below and do not have an existing IdeaScale account, simply click on the "Please register to continue" link to create a new account and regain access to the community. 

If you still require assistance, you can contact our Technical Support team directly through the help chat icon located at the bottom right-hand corner of your screen. Alternatively, you can email Support@ideascale.com for further assistance. We are always here to help!


Last Updated: March 8, 2024