User can't login and/or account locked

  • Updated

This is a troubleshooting guide for when a user can't login and/or they are locked out of their account, and the organisation has access to CORE modules.

CORE Modules include, but may not be limited to:

  • Procurement Planning
  • Advanced Evaluations
  • Contract Management (Lite or Advanced)
  • Freedom of Information

If you don't have an account yet, or haven't been setup properly, your Administrators can invite you using these instructions.

 

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User can't login (account unlocked)

If you come across the error "Incorrect username or password. If you believe this is an error, please reset your password or contact support", simply click on the "Sign-in with" button to login via VendorPanel, or head to vendorpanel.com.au.

The username and password section below this button is for external users only and attempting to login here may be causing the error.

 

 

 

User can't login (account locked)

If you come across the error "Account is locked - contact support for assistance", you have had multiple incorrect password login attempts. Before you can access any CORE modules, you will need to have your account unlocked.

If you are not an external user, you are unable to login using the username and password area and must login via VendorPanel using the "Sign-in with" button above this section. Attempting to enter your login credentials on this page may be causing the error.

 

 

To have your account unlocked, either reach out to your Administrator or Support (via Live Chat or email support@vendorpanel.com) to unlock this. Administrators can follow the instructions below to unlock your account.

Once unlocked, ensure you use the "Sign-in with" button to login or head to vendorpanel.com.au.

 

How to unlock a user (Administrators only)

Administrators can unlock users if they receive the above error by heading to the 'Control Panel' in the top-right corner of their screen:

 

 

"Security" in the left panel:

 

 

"Edit" to the right of the relevant user:

 

 

"Unlock":