There are a number of reasons why your login can fail. Below is a list of the possible error messages and an explanation of the reasons behind them.
Password reset functionality is available on the login screen. If you have trouble resetting your password, please speak to your Account Owner.
When receiving the above message make sure you are:
- Using the right credentials. Remember that your password is case sensitive, and that some browsers or password managers might automatically enter the wrong information for you.
- Using the correct URL to log in. Emarsys hosts multiple environments and you will only be able to log in to the one which hosts your account.
Emarsys does not allow concurrent sessions for the same user in the same account. Before logging in you must terminate the previous session allocated for this account. This is done by simply clicking the link in the message.
This message appears when your password has expired; simply change your password and you will be able to log in. The expiration period is defined by you in the Emarsys application and can be easily adjusted in the account settings page.
IP whitelisting has been enabled for your account. This feature allows you to specify IP addresses which do not require two-factor authentication. The IP address you are using currently is not on this whitelist, therefore you need to verify your identity by entering the code we sent to the mobile phone number associated with your user.
IP whitelisting has been enabled for your account. This feature allows you to specify IP addresses which do not require two-factor authentication. The IP address you are using currently is not on this whitelist, therefore you need to verify your identity by entering the code we sent to your email address.
Either the activation code you were sent was not entered correctly, or your account name and user name do not match.
IP whitelisting has been enabled for your account. You are attempting to log in from an unauthorized IP address, but we do not have a mobile phone number or email address to send the authentication code to. Please log in from an authorized IP address, or contact your Account Owner to enable two-factor authentication for your user account.
One possible cause of this is account inactivity. For security reasons, Emarsys regularly disables accounts which show no recent activity. It is not possible to log in until someone manually activates your account. Currently, this is done by your Account Owner. Please contact your Account Owner to resolve this issue.
Emarsys allows only a certain number of failed attempts to enter the correct password. If this number is exceeded, your user account is locked for a defined period of time, after which you will be able to log in again with your correct password. The default setting is 5 failed attempts which result in a 10-minute lock-out, but this can be customized and the exact configuration depends on your user and account settings.
As a protection against ‘brute force’ password-guessing attacks, your account has been temporary locked. Once the lock-out period has expired you will be able to log in again with your correct password. This period is 10 minutes by default but can be configured for each account. Please contact Emarsys Support if you need to to unlock the account before the lock-out period expires.
This message may be caused by waiting too long between typing the one-time password and submitting it. Try to enter a new code actually displayed on the authenticator app. Also, if you disable and reenable TFA, previously-created authenticator profiles will not work. You can only use the most recent one. If you don’t have access to the device running the authenticator application, you may only gain access to your account by either connecting from a trusted IP, or an already trusted device. If you don’t have access to any of these, please call Emarsys Support.