1. Forgot your login details or lost your hardware token? 

•  Please contact your ELCY administrator within your organisation.
• If your administrator cannot assist, they will contact ELCY, or they may suggest you contact the ELCY Helpdesk yourself. 

2.  Invalid combination of Username, Password

• If you see this screen, you have entered wrong username or password: 

• Accounts will be locked after three failed attempts using incorrect login details and/or token or authenticator codes.

3. Wrong authenticator code

• If you see this screen, you have entered wrong code from your authenticator app (Error message: "Unauthorized: 401")

• If you are certain, you know your username and password, but are unable to login, you should wait until the code on your authenticator app changes, and then try again. The code changes every 30 seconds.
• Accounts will be locked after three failed attempts using incorrect login details and/or token or authenticator codes.

4. Account is disabled

• If you see this screen, your account is locked. 

• Your ELCY administrator will be able to re-enable it for you, or alternatively you can contact the ELCY Helpdesk. The Helpdesk can usually advise on what has caused the problem. 

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