Troubleshooting steps for login issues

Jan 30, 2026
Knowledge

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This article provides troubleshooting tips if you have issues logging into your Emma account.

There are a few different things that you can try if you're having trouble logging in to your Emma account. However, if you can't log in because you've taken over the account from the previous account administrator, we recommend using Emma's virtual assistant to contact our Support team. To best categorize your needs, you'll need to answer a few questions before you can get access to our customer support phone number or send our team an email.

Ⓘ	For security reasons, Emma allows five login attempts before your username is locked for 30 minutes.

Forgot password

If you forgot your password, go to the login page and click on the Need to reset your password? link. Just be aware that the password reset email that gets auto-generated can take a while to come into your inbox, so try to be patient.

Steps for troubleshooting login issues

First, check your credentials to be sure that your username and password are correct.

Ⓘ	Both usernames and passwords are case sensitive, so be sure to use the correct capitalization, special characters, and that there aren't any extra spaces.

Second, clear your browser's cache and cookies. This should resolve any common caching issues that might keep you from logging in. To do this, you would just need to search online for the directions for your browser; for example, these are the directions for clearing the Google Chrome browser. It may also help to check that you're using a fully updated, supported browser and to turn off any plugins or browser extensions that you have installed.

Third, try logging in through a private browsing window or a different browser than you normally use. If you are able to log in using one of these methods successfully, you may need to troubleshoot the browser you're used to working in. For example, if you originally tried logging in with Google Chrome, try Safari or Firefox.

Fourth, try a using a different device or network. If you're using a VPN, try disconnecting from it. Sometimes certain devices or networks can have extra security settings that prevent users from logging in correctly.

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If you are using two-factor authentication, be sure that the passcode you enter is for your Emma account. Your authenticator application may be connected to more than one account, so you'll need to make sure the auto-generated passcode that you are using is for the Emma account you are trying to access.

If you continue to have login issues or if your account is locked from too many attempts, you'll need to use our virtual assistant to contact Support.