Follow

Common Login Issues

Having trouble accessing your Nextpoint account? These are the most frequent scenarios our support team has encountered in the past, along with steps for resolving them.


1. I forgot my password.

Click the “Forgot Password?” link underneath the login button. Nextpoint will email you a link to reset your password.


2. I got an "invalid or expired confirmation link" message.

For security purposes, all Nextpoint invites have a time limit. If you did not set up your user account within the time limit, you will need a new invite.

If you are not the first user on your account, contact the administrator who invited you and ask her to send you a new invite.

If you are the first user on the account, submit a ticket to support@nextpoint.com and we will issue you a new invite.

Note: Our user invites only work for the person they are issued to. If you attempt to register using an invite link with someone else’s name on it, you will also see this error message. Please ask the account administrator to send you an invite of your own.


3. I got a “login failed” error message.

Copy-and-pasting the password sometimes leads to this error. Try typing it instead.


4. I got an “email not recognized” error message.

Check with your administrator to make sure you’ve been added to the case and your email address was spelled correctly.

If it wasn’t, have your Admin add the correct email by clicking USERS > ADD NEW. They can also choose remove the other user email by clicking USERS > CURRENT > (SELECT EMAIL ADDRESS), then selecting REMOVE COMPLETELY.

If it was, contact Support.


5. I clicked “Log In” and nothing happened.

Nextpoint needs an active connection to launch. Check your internet connection and see if other websites are loading normally.

In rare cases, Nextpoint may be down. To check whether this is the case, visit http://status.nextpoint.com.


6. I never received my invite mail.

First, check your Spam folder.

If the email is there, move it back to your inbox and be sure to whitelist emails from Nextpoint. If the instructions in the previous link don't seem to be working for your mail client, ask your IT manager for help.

If the email is not there:

  • Whitelist emails from Nextpoint.
  • Ask your IT manager to check firewalls and make sure emails from Nextpoint are allowed in.
  • Please submit a ticket with the database number and the invited user’s name and email address to support@nextpoint.com. We will resend the invite.

7. I just successfully set up my username, but never received my device PIN email.

Occasionally these emails will be received with a delay from the mail server. If possible, please allow 10-15 minutes for the email to come through. If it’s been more than 15 minutes, check your Spam folder.

If the email is there, move it back to your inbox and be sure to whitelist emails from Nextpoint. If you’re unsure of how to do this, ask your IT manager for instructions.

If the email is not there:

  • Whitelist emails from Nextpoint.
  • Ask your IT manager to check firewalls and make sure emails from Nextpoint are allowed in.
  • Request another device PIN. To do this, click the link at the bottom of the Verify Device page of the onboarding screen.

8. I’m not a new user, but my latest device PIN wasn’t delivered.

Log in again and try to request a new PIN. If the PIN email is still not delivered, follow the steps for Issue 7 above. 


9. I’m asked for a new security PIN every time I log in.

This can happen if your browser isn’t allowing cookies. Here’s a WikiHow article explaining how to enable cookies.


What if I still can’t login?

Send an email with your name, Database ID and a description of what you’re encountering to support@nextpoint.com.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments