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Sign-in & Session

Messages you may see while signing in, resetting a password, or after your session has been idle. Most are quick to resolve. For anything that persists, see What to collect and Who to contact.

Signing in​

"The password you entered is incorrect."​

  • What it means: The password did not match the account.
  • When it appears: After you enter your username and password and select Login.
  • What you can do:
    1. Re-type the password carefully — check that Caps Lock is off and the correct keyboard language is selected.
    2. If you copied and pasted it, make sure no extra spaces were included.
    3. Still stuck? Use the Forgot password link to reset it (see below).
  • If it keeps happening: After a successful reset the password should work. If it still does not, contact your administrator to confirm your account is active and not locked.

"The account was not found or is no longer available."​

  • What it means: No active account matches what you entered.
  • When it appears: During sign-in or password reset when the username or email is not recognised.
  • What you can do:
    1. Check for typos in your username or email address.
    2. Confirm you are using the correct sign-in page for your organisation.
  • If it keeps happening: Contact your administrator — your account may not have been created yet, may have been deactivated, or you may be using a different email than the one on file. Provide the username/email you are trying.

"A user name is required." / "A password is required." / "A valid email address is required." / "A valid password is required."​

  • What it means: A required field on the sign-in or reset form is empty or invalid.
  • When it appears: When you submit the form without completing every required field.
  • What you can do: Fill in the highlighted field(s) and submit again. For email, make sure it is a complete, valid address (for example, name@company.com).

Verification codes (multi-factor / one-time codes)​

"A valid verification code is required." / "The verification code sent to your email is required."​

  • What it means: The one-time code field is empty or the code entered is not valid.
  • When it appears: On the verification step after entering your credentials.
  • What you can do:
    1. Check your email (including the spam/junk folder) for the most recent code.
    2. Enter the latest code — older codes stop working once a new one is sent.
    3. Codes can expire; if too much time has passed, request a new one and enter it promptly.
  • If it keeps happening: Confirm the email address on your account is correct with your administrator, and that emails from Protrak are not being blocked by your mail system.

Passwords & resets​

"Password and confirmation must match."​

  • What it means: The New password and Confirm password fields are different.
  • What you can do: Re-type both fields so they are identical, then submit.

"Password must meet the required criteria."​

  • What it means: The new password does not satisfy your organisation's password rules (length, mix of letters/numbers/symbols, etc.).
  • What you can do: Choose a stronger password that meets the on-screen requirements and try again.
  • Related: If you are unsure what the rules are, your administrator sets them and can tell you the requirements.

"Please enter your registered email address"​

  • What it means: The forgot-password screen needs the email registered to your account.
  • What you can do: Enter the email you use to sign in and submit.

"An email with system generated password has been sent to your Email Id…"​

  • What it means: This is a success message, not an error. A temporary password is on its way to your inbox.
  • What you can do: Open the email, then return to the login screen and sign in with the password provided. If it does not arrive within a few minutes, check spam/junk and then see the next message.
  • What it means: The link in your password-reset email is no longer valid. Reset links are time-limited for security.
  • When it appears: When you open a reset link that is too old or has already been used.
  • What you can do: Return to the login screen, select Forgot password again to request a fresh email, and use the new link promptly.

"The email could not be sent. Retry later. Contact system administrator if the issue persists."​

  • What it means: The password-reset email could not be sent right now.
  • What you can do:
    1. Wait a short while and try Forgot password again.
    2. Confirm you entered the correct registered email.
  • If it keeps happening: Contact your administrator. Provide the email address you used and the approximate time you tried, so they can check whether email delivery is configured and working.

Single sign-on (SSO)​

"Sign-in could not be completed. Retry sign-in."​

  • What it means: The single sign-on hand-off between your identity provider and Protrak did not finish correctly.
  • When it appears: After being redirected back from your company sign-in page.
  • What you can do:
    1. Select Retry sign-in / return to the login page and try again.
    2. Close extra browser tabs that may have an old sign-in in progress, then start fresh.
    3. Clear the page and retry in a new browser tab.
  • If it keeps happening: Contact your administrator with the date/time and a screenshot — this usually points to a single sign-on configuration issue on the identity-provider side.

"You must sign in with the specified user name."​

  • What it means: You were expected to sign in as a particular user, but a different account was used with your identity provider.
  • What you can do: Sign out of the identity provider if needed, then sign in again using the account this link or invitation was intended for.

"This user is different from the one currently signed in. Sign-in as the correct user."​

  • What it means: The account returned by single sign-on does not match the user already signed in on this browser.
  • What you can do: Sign out completely, then sign back in with the correct account. Using a separate/private browser window can help avoid mixing accounts.

"Single sign-on is not configured. Contact system administrator."​

  • What it means: Single sign-on has not been set up for your organisation, or not for the way you are trying to sign in.
  • What you can do: Use your normal username-and-password sign-in if you have one. Otherwise, contact your administrator to have single sign-on configured or to obtain the correct sign-in method.

"Cannot complete sign-in" — "This sign-in link points to an untrusted destination and was blocked for your security."​

  • What it means: Protrak blocked a sign-in link because it would have sent you to a destination that is not on the trusted list. This is a safety protection.
  • What you can do: Do not proceed with that link. Go to your organisation's official Protrak address and sign in there directly.
  • If it keeps happening: Contact your administrator and share exactly where the link came from (email, bookmark, another app). If you did not expect the link, treat it as suspicious.

Sessions & timeouts​

"Your session expired, Please login again"​

  • What it means: For your security, you were signed out after a period of inactivity or because your session is no longer valid.
  • When it appears: After the app has been left open and idle for a while, or after a long-running screen.
  • What you can do: Sign in again. If you had unsaved work on screen, note that changes made after the session expired may not have been saved.
  • If it keeps happening very quickly (you are signed out again within minutes): contact your administrator — the session timeout may be set very short, or there may be a clock/time-zone mismatch on your device.

"Logging you out…"​

  • What it means: A normal status message shown while Protrak signs you out. No action is needed.

"Your settings could not be loaded. Refresh and retry."​

  • What it means: The app could not load your account/organisation settings, usually right after signing in.
  • What you can do:
    1. Refresh the page.
    2. Check your internet connection and retry.
    3. Sign out and back in.
  • If it keeps happening: This affects your whole experience, so report it. Contact your administrator first; if they confirm your account is fine, it should be raised with Protrak Support with the date/time and a screenshot. See What to collect.