Troubleshooting “Wrong Username or Password” Error During First Login

Symptom

The user entered the password received in the Welcome email or Password Reset email and received the following error message:

“Wrong username or password. If this is your first login attempt, make sure to follow the instructions sent by your healthcare provider”.

Possible Cause

The user entered a username or password that is not identical to the details received in the Welcome email or Password Reset email. As a result, the account activation or login process failed.

Suggested Solution

1. Verify Username: Ensure the username entered matches the one provided in the email exactly (usernames are often case-sensitive).
2. Verify Password: Ensure the temporary password is entered exactly as it appears in the email. It is recommended to copy and paste the password to avoid typos.
3. Retry Login: Attempt to log in again with the verified credentials.