Login Issues

Login Issues

This guide helps you troubleshoot common login problems in EquiBillBook and provides solutions to get you back into your account quickly.

Common Login Problems

1. Invalid Email or Password Error

If you see an "Invalid email or password" message:

• Check Email Address: Ensure you're using the correct email address that was used to register your account
• Verify Password: Check if Caps Lock is enabled, as passwords are case-sensitive
• Password Reset: If you're unsure of your password, use the "Forgot Password" link to reset it
• Check for Typos: Double-check for any typing errors in both email and password fields

2. Account Locked or Temporarily Suspended

After multiple failed login attempts, your account may be locked for security:

• Wait Period: Wait 15-30 minutes before attempting to log in again
• Password Reset: Use the "Forgot Password" feature to reset your password
• Contact Support: If the account remains locked, contact EquiBillBook support for assistance

3. Email Not Recognized

If the system says your email is not recognized:

• Verify Email: Confirm you're using the exact email address used during registration
• Check Email Verification: Ensure you've verified your email address after registration
• Check Registration: Verify that your account was successfully created
• Contact Support: If you believe your account should exist, contact support with your email address

4. Page Not Loading or Timeout Issues

If the login page doesn't load or times out:

• Check Internet Connection: Ensure you have a stable internet connection
• Clear Browser Cache: Clear your browser's cache and cookies
• Try Different Browser: Test with a different web browser (Chrome, Firefox, Edge)
• Disable Extensions: Temporarily disable browser extensions that might interfere
• Check Firewall: Ensure your firewall or antivirus isn't blocking the connection

5. "Remember Me" Not Working

If the "Remember Me" feature isn't keeping you logged in:

• Check Browser Settings: Ensure cookies are enabled in your browser
• Clear Cookies: Clear cookies and try logging in again
• Browser Privacy Mode: Don't use private/incognito mode if you want to stay logged in
• Check Browser Updates: Update your browser to the latest version

6. Two-Factor Authentication Issues

If you have trouble with two-factor authentication:

• Check SMS/Email: Ensure you have access to the phone number or email for verification codes
• Code Expiry: Verification codes expire quickly - enter them promptly
• Resend Code: Use the "Resend Code" option if you didn't receive it
• Check Spam Folder: If using email verification, check your spam/junk folder
• Contact Support: If codes aren't arriving, contact support to verify your contact information

Browser-Specific Solutions

Google Chrome

• Clear browsing data: Settings → Privacy and Security → Clear browsing data
• Disable extensions: Settings → Extensions → Disable all extensions temporarily
• Update Chrome: Settings → About Chrome → Check for updates

Mozilla Firefox

• Clear cookies: Settings → Privacy & Security → Cookies and Site Data → Clear Data
• Disable add-ons: Menu → Add-ons → Disable all add-ons
• Update Firefox: Menu → Help → About Firefox

Microsoft Edge

• Clear browsing data: Settings → Privacy, search, and services → Clear browsing data
• Disable extensions: Settings → Extensions → Disable extensions
• Update Edge: Settings → About Microsoft Edge

Network and Connection Issues

• Check Internet Speed: Ensure you have sufficient bandwidth
• Try Different Network: Test from a different network (mobile hotspot, different Wi-Fi)
• VPN Issues: If using VPN, try disabling it temporarily
• Proxy Settings: Check if proxy settings are interfering with the connection
• DNS Issues: Try changing DNS settings or flush DNS cache

Security Software Interference

Sometimes security software can block login attempts:

• Antivirus: Temporarily disable antivirus to test if it's causing issues
• Firewall: Add EquiBillBook to firewall exceptions
• Browser Security: Check browser security settings that might block cookies or scripts

Mobile Device Login Issues

If logging in from a mobile device:

• Use Mobile Browser: Ensure you're using a supported mobile browser
• Clear App Cache: If using a mobile app, clear its cache
• Check Mobile Data: Ensure mobile data or Wi-Fi is working properly
• Update App: If using an app, ensure it's updated to the latest version

Prevention Tips

• Bookmark Login Page: Save the correct login URL as a bookmark
• Use Password Manager: Use a password manager to avoid typing errors
• Keep Browser Updated: Regularly update your browser for security and compatibility
• Enable Two-Factor Authentication: Add an extra layer of security to your account
• Regular Password Updates: Change your password periodically

Still Having Issues?

If none of the above solutions work:

1. Document the Issue: Note the exact error message you see
2. Check System Status: Verify if EquiBillBook services are operational
3. Contact Support: Reach out to EquiBillBook support with:
   • Your registered email address
   • Description of the issue
   • Error messages (screenshots if possible)
   • Browser and version you're using
   • Steps you've already tried

Most login issues can be resolved by following these troubleshooting steps. If problems persist, our support team is ready to help you regain access to your account.