Why can't my users login? - Answers - Salesforce Trailblazer Community
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Jeff ScottJeff Scott 

Why can't my users login?

My users are reporting the following error trying to login:

Your login attempt has failed. The username or password may be incorrect, or your location or login time may be restricted. Please contact the administrator at your company for help.

______

We dont have any IP address restrictions and I can login as them from my computer. I am assuming this is something with Roles? We operate under the Professional edition.

Any help is appreciated. Thanks
Best Answer chosen by Moderator (salesforce.com) 
Steve MolisSteve Molis

Activating Your Computer

Password policies available in: All Editions

You might have to activate your computer to successfully log in to Salesforce whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce before. Activating your computer allows Salesforce to verify your identity and prevent unauthorized access. To activate your computer:
  1. When prompted on the login page, click the Send Activation Link button. Salesforce sends an activation email to the email address specified on your Salesforce user record.
  2. When you receive the activation email, copy and paste the activation link into your browser.

    The activation link included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked the Send Activation Link button. After 24 hours, the activation link expires, and you must repeat the activation process to log in.


All Answers

Dante MuttiDante Mutti
When a user reports something like this, go to their user record in Saelsforce and scroll to the bottom. there is a secton that will tell you what the login issue was. Chances are they are just putting in the wrong username/password, or they are locked out due to too many attempts.

You can also reset their password from their user record if you need to.
Jeff ScottJeff Scott
Great thank you.

I did notice one of the users had the following under login status:

Failed: Computer activation pending

I beleive this jsut means they need to check their email for a link to use to get access to login? Anything else I should know or steps tehy "should" have taken but possibly didnt?
Steve MolisSteve Molis

Activating Your Computer

Password policies available in: All Editions

You might have to activate your computer to successfully log in to Salesforce whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce before. Activating your computer allows Salesforce to verify your identity and prevent unauthorized access. To activate your computer:
  1. When prompted on the login page, click the Send Activation Link button. Salesforce sends an activation email to the email address specified on your Salesforce user record.
  2. When you receive the activation email, copy and paste the activation link into your browser.

    The activation link included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked the Send Activation Link button. After 24 hours, the activation link expires, and you must repeat the activation process to log in.


This was selected as the best answer
Jeff ScottJeff Scott
awesome. Thanks for all of the help.

I just learned we may have a user problem not a login problem (ha-ha).
Krysteen HopkinsKrysteen Hopkins
is there a way to disable the Activating your Computer process?
Torren PhillipsTorren Phillips
I've used a Token with my Password...and it didn't require the authentication.