Unsuccessful sign-in

Note: This problem concerns you only if you received an invitation email to participate in the session.

The following message appears:
“Failed to sign in. Unrecognized user ID or password.”

Cause of problem
You are experiencing an authentication failure. You have probably inserted the wrong user ID or password.


  • Verify that the user ID and password you enter in the sign-in page match those that were sent to you in the invitation email. Make sure that the Caps-Lock key is not on and that the user ID and password contain no spaces.
  • If you are sure nothing is wrong, but still the message appears contact the helpdesk. Helpdesk contact details appear at the top right-hand corner of the screen.

  • Note: If you reached the session link through a panel website, contact the panel company and explain that the link does not work properly.

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