Login is not working

We offer two different sign in options.

• • The first option is to use your email address and create a password. 

• • The second option is with Intuit Single Sign On. 

The login will not work, if:

• • The email address and password is being used, when it should be the Intuit login.
  • The Intuit login is being used, when it should be the email address and password

Note: This is set up with the login settings. If you have tried both and cannot remember please reach out to support and we will be able to check for you. 

Immediate Solution:

• • Change the way you are logging in from the sign in page. 
  • It may be one of the other issues listed.  

Other Solutions:

Double check the email address that is being used for the login. 

• • Make sure it is the correct email address for your Recur360 account. 
  • Make sure there are no errors in the spelling.

Now re-enter the password. 

• • If it is still not working try a password reset email.

If you receive a message that the account has been locked it is because the password was entered incorrectly too many times in a row. 

Solutions:

• • Wait the time frame for the lockout and try a password reset. 
  • Contact support on LiveChat to unlock the account.

• • After the account is unlocked we recommend a password reset. 

Double check that the correct email address is being used. 

Here are possible reasons the email would not be sending, as well as possible solutions. 

Reason: Wrong email address

Solution: Use the correct email address for the Recur360 account. 

Other possible reasons the email is not being sent. 

Reason: The email is being forwarded to another mailbox other than the inbox 

Solution: Check your junk, spam, or any other folder the emails could be filtered to. 

Reason: The email address has previously marked our emails as spam. 

Solution: Contact support by LiveChat to verify and remove the spam report for this email address. Please keep in mind that it is either the email user or server that is marking the emails as spam which could result in the email still being marked as junk on your side. 

Reason: The email address is listed on the bounced report. 

Solution: Contact support by LiveChat to verify and remove the bounced emails report for this email address. 

Reason: There is an email outage, on either the sending or receiving side. 

Solution: Wait for the outage to be rectified. These types of outages are with the email companies, or their servers. 

If you inadvertently click 'Sign Up' instead of logging in, it can create a new account if the prompts are not read. 

• • If you already have a Recur360 account and are trying to login use one of the login selection(s).

Note: If a new account was started by accident you can cancel the account by going to Settings- Account settings, scroll to the bottom of the page and click 'Delete Recur360 Account'. 

• • Make sure this is the correct option for you.
  • This will delete the account data.
  • If QuickBooks was connected, QuickBooks will retain the data. 

We see this mostly when users are trying to set up their logins.

• • Most of the time the user signed up for an account and the account was deleted, but the login remains attached to nothing. 
  • It will have a different look and the settings menu is missing most options 

If you are sure that the login is not attached to any account you can: 

• • Login, go to Settings- Login Settings and delete the login. 
  • This would delete the login completely from the system allowing it to be used again.

If you are not sure if this is the case contact Support through LiveChat to verify and/or find a solution with you. 

In the event a new user has accepted the email invitation but their login is not working, first from the admin login for the account, go to Settings-Logins

• • On the right under status, if the user has accepted the invitation it will say 'Active'

• • If it says 'Pending' the invitation was not accepted correctly. Click edit and in the options you will be able to resend the invitation to the user.  

If the login says 'Active' and the user is unable to login, have them try a password reset first. 

• • Still not working? Contact support through LiveChat. 

To add an account to an existing login go to the accounts in the upper left and click 'View All'

• • Then 'Create' in the upper right

• • Choose the account type and follow the prompts. 

More to come