1. Prowise - Customer Service
  2. Prowise Account
  3. Signing in

Troubleshooting Sign In Issues

If you're having trouble signing into your Prowise account, this guide will help you identify common issues and solutions. If your problem isn’t covered here, you can always contact our Service Team by opening a ticket or calling for assistance. Please report any issues not covered in our helpdesk articles.

Common Login Issues and Solutions

A. Incorrect Email or Password

Symptoms:

  • You receive an error message stating your email or password is incorrect.

  • You are certain your password is correct but still cannot log in.

Solutions:

  1. Ensure Caps Lock is not enabled.

  2. Try entering your password manually instead of using autofill.

  3. Reset your password by following How to Recover an Account.

  4. If using Single Sign-On (SSO) (e.g., Google, Microsoft, or Apple), ensure you are selecting the correct provider.

  5. If SSO or QR Code Sign-In fails, try signing in directly using email and password. If no password was set previously, you may need to recover your account first.

B. Forgotten Password

Symptoms:

  • You do not remember your password and cannot log in.

  • You get an error that your password is incorrect.

Solutions:

  1. Follow the How to Recover an Account guide.

  2. If you do not receive an email, check your spam folder or ensure you entered the correct email.

  3. Some institutions restrict password recovery. Contact your school administrator if your email is not receiving a reset link.

C. Account Lockout Due to Too Many Failed Attempts

Symptoms:

  • You repeatedly enter the wrong password and now cannot log in.

  • Picture login accounts become blocked faster due to limited combinations.

Solutions:

  1. Wait 15 minutes and try again.

  2. Reset your password via How to Recover an Account.

  3. If using Picture Login, contact your teacher or school administrator to reset your account.

D. "This Password Has Been Found in Leaks" Error

Symptoms:

  • You receive an error when setting a new password.

  • Your chosen password is rejected for security reasons.

Solutions:

  1. Choose a completely new password that has not appeared in known breaches.

  2. Follow Password Rules at Prowise for secure password creation.

  3. Avoid using previously compromised passwords or simple variations (e.g., "Password123!").

E. Remembered Account Issues

Symptoms:

  • You are automatically signed into an incorrect account.

  • You see an old or incorrect user listed when logging in.

Solutions:

  1. Click the X next to the remembered account on the login screen.

  2. Sign out manually and select "Forget my account".

  3. Clear your browser cookies and cache to remove stored sessions.

F. Multi-Factor Authentication (MFA) Not Working

Symptoms:

  • You are prompted for an authentication code but do not have access to your authenticator app.

  • The authentication code is incorrect.

Solutions:

  1. Ensure you are entering the most recent code.

  2. Check your device’s date and time settings (they must be accurate for TOTP authentication to work).

  3. If you no longer have access to your authenticator app, contact Prowise Service to reset MFA.

G. QR Code Sign-In Not Working

Symptoms:

  • Scanning the QR code does not redirect you to the login page.

  • The code from the other device is not accepted.

Solutions:

  1. Manually enter the URL and code instead of scanning.

  2. Ensure your second device is connected to the internet and logged into your Prowise account.

  3. If QR Code Sign-In fails, try signing in directly with email and password instead.

  4. Follow How to Use QR Code Sign-In for step-by-step instructions.

H. Unable to Sign In with Institution Account

Symptoms:

  • Your institution account login is not accepted.

  • You do not see your institution listed on the login page.

Solutions:

  1. Confirm your institution account credentials with your school administrator.

  2. Ensure your school is using Prowise and has enabled authentication.

  3. If your region-based login page does not show your institution, try logging in manually using "Sign in with another method".

  4. If institution sign-in fails, try signing in directly with email and password instead. If no password was set, follow How to Recover an Account first.

I. No Email Received for Account Recovery or Registration

Symptoms:

  • You requested a recovery link but received no email.

  • You registered a new account but did not get a confirmation email.

Solutions:

  1. Check your spam or junk folder.

  2. Ensure the email address you entered is correct.

  3. Some schools restrict recovery emails; contact your school administrator.

  4. If you made multiple recovery requests, wait at least 15 minutes before trying again.

Need More Help?

If none of these solutions work, contact the Prowise Service Team by:

  • Opening a support ticket via our helpdesk.

  • Calling our support line for immediate assistance.

  • Reporting new issues that are not yet covered in our documentation.

We are here to help ensure your login experience is smooth and secure!