Unable to Sign-In to CommTrak

For security reasons, the CommTrak Support Team cannot reset user passwords, nor otherwise provide access to CommTrak, without written authorisation from your organisation's CommTrak licensee.

Locked Account?

if your account has been locked due to several incorrect sign-in attempts:

The Forgot your password feature will not cancel the lockout duration. While locked out, further attempts to sign-in will restart the lockout period.
The Force New Password feature, available to Supervisors, will not cancel the lockout duration.

To Unlock your Account:

If your account is locked, you must either:

1) Wait for the lockout period to expire

2) Ask your organisation's CommTrak Administrator to provide a temporary password.

If you are unable to sign-in to CommTrak, please review the following steps before making any changes or attempting to reset your password:

If your account has been locked due to multiple, incorrect sign-in attempts, resetting your password will not unlock your account, please carefully read the notes in the yellow section above.

The password is displayed. Click the eyeball icon again to hide it:

If using a password manager utility, ensure that your most recent password has been stored in it.

If your account is not locked, and you have checked that you are entering the correct username and password:

Use the Forgot your Password? feature to reset your password (instructions will be sent to your registered email address).

If your account is not locked and you are still unable to sign-in, after you have reset your CommTrak password:

Ask your organisation's CommTrak Administrator or CommTrak Champion to change your password (you will be forced to provide a new password the next time you sign-in).
If following the above steps fails to resolve the issue, please refer to the section Common Reasons for Being Unable to Sign-In to CommTrak, below.
If you have followed all the above steps, and checked that none of the common reasons for being unable to sign-in apply to you, please ask your CommTrak licensee to contact CommTrak Support. They will need to provide your username and give authorisation to reset your password.

CommTrak Support cannot cannot reset user passwords, nor otherwise provide access to CommTrak, without written authorisation from your organisation's CommTrak licensee.

Username or Password is Incorrect

Your CommTrak username and password are case-sensitive. If either the password or username is entered incorrectly, CommTrak will display a message advising you that your sign-in attempt has failed.

If you are unsure of your username, your organisation's CommTrak Administrator or CommTrak Champion will be able to advise you.

It is very common for web browsers to save usernames and passwords but, occasionally, a new password might not be saved by the browser (or the user may unintentionally choose not to save the updated password). This can lead to multiple incorrect sign-in attempts, which may cause the user account to be locked (see Account is Security-Locked, below). Please ensure that your browser has the correct username and password information saved; you may need to consult your browser's documentation to update / remove incorrect account information.

Password Manager is Inserting an Old Password

This is the most common reason for login failures after a password change!

All modern browsers include a password manager feature by default. Some users may also have installed a third party password manager utility. It is very common for the old password to be inserted in place of a new password by the active password manager.

If you are being notified that your password is incorrect after you have provided a new password, it is likely that you password manager is autoamtically replacing the new password that you have typed, with an old password. To resolve this issue, you must completely delete all CommTrak entries in your password manager.

Please note that using the reveal password (eyeball icon) feature may not assist you in determining if a password manager is causing the issue, because some password managers may insert the stored password after you press the Login button.

Account is Security-Locked

Your organisation may have implemented a security measure that locks a user account after a specified number of failed sign-in attempts. If your account has been locked, you will need to either wait for the specified lockout period to elapse (this period varies based on your organisation's CommTrak settings), or you can ask your organisation's CommTrak Administrator to assign you with a temporary password, which will remove the security lock immediately (you will be forced to provide a new password next time you sign-in).

Account Deactivated

Your CommTrak user account may have been disabled by your organisation's CommTrak Administrator; please contact them for advice on how to regain access to your account.

Inactive User Account with Same Credentials

If a user account with the same username or email address has previously been created and deactivated, this will cause a conflict when signing-in to the active user's account. To resolve this issue, your organisation's CommTrak Administrator must change the username (and email address, as appropriate) of the inactive account. This will enable the active user to reset their password (or your organisation's CommTrak Administrator to provide a temporary password).

Incompatible Web Browser or Add-In / Extension

Most web browsers are broadly compatible with CommTrak, but we recommend Google Chrome for full feature-compatibility. If you are experiencing browser issues, we will ask you to use Google Chrome whilst we provide technical support.

Some web browser add-ins and extensions can cause issues signing-in to some websites. Please disable all web browser add-ins before signing-in.

To rule out general web browser issues, we request that you attempt to sign-in with a different brand of browser. For example, if you are currently signing-in with a Chrome browser, please attempt to sign-in with an alternative browser, such as Firefox or Internet Explorer / Edge.