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Unable to log in to LogiSense Billing

Last Updated: Thu Jan 14 2021

Summary

This guide will provide you with troubleshooting steps if you are having problems logging into your LogiSense Billing application.

Prerequisites

  • You must have an active account setup in the LogiSense Billing application

Troubleshooting Process

Clear your browser cache

  1. With your browser open, press the ctrl and F5 buttons on your keyboard at the same time to reload the login page and clear the browser cache

  2. Try logging into your Logisense Billing application again. If you are still having issues, proceed to additional steps below

Check to see if your account is locked or if your IP address has been blacklisted

After multiple failed log in attempts you will see the following message:

This message typically means your account is now locked out due to too many failed login attempts. Perform the following steps to check if your user account is locked or if your IP address has been blacklisted.

Note that the steps below requires a user account that can still log into the LogiSense Billing application. You may need to contact the LogiSense Billing administrator at your company to perform these steps.

  1. Log into the Logisense Billing application

    1. Navigate to the Setup / User & Accounts / Users menu

    2. In the Users list, select your user account

    3. In the Login History you will see the failed login attempts as well as a message stating your account has been locked out

      In order to unlock your account, you have to use the Forgot Your Password link on the login page to change your password. See Resetting user passwords Example for further instructions

    4. To check if your IP address has been blacklisted, you can click on the IP Addresses tab. If your IP address is listed there you can click the - button and then click Save to remove the IP from the blacklist. Once you have removed the IP address from the list, try logging in again

Your account may have been disabled or suspended

When you try to login you may see the following message on the login screen

This means the status of your account has been disabled or suspended. To check the status perform the steps below.

Note that the steps below requires a user account that can still log into the LogiSense Billing application. You may need to contact the LogiSense Billing administrator at your company to perform these steps.

  1. Log into the Logisense Billing application

    1. Navigate to the Setup / User & Accounts / Users menu

    2. In the Users list, select your user account

    3. In the Edit User window you will see the Status is either Disabled or Suspended. To enable the account, select Enabled from the dropdown and then save


Contact LogiSense Support

If the above steps do not resolve your login issues, please create a support ticket by emailing support@logisense.com for further review.