Troubleshoot Login Issues

You may encounter problems when you try to sign in to the Business Hub. For example, if you know you're entering the correct username and password but keep getting an error message. Or, if you enter your login credentials, but the button is grayed out and unclickable. These issues are fixable—often without having to contact Brightspeed.

Problems with Login Credentials

If you forget your login credentials, you can retrieve your username and password. If needed, as part of the retrieval process, you can reset your password.

If you're certain the username and password are correct, the problem might be how you're entering the information.

• Are you copying and pasting your username or password? When a username and password is copied, extra spaces may be included and inserted as part of the login credentials. With the extra space, the system doesn't recognize the username or password, and you get an error message. If this is the problem you're experiencing, manually type your username and password.
• Are you relying on your browser to enter your password using stored information? Stored passwords usually don't work with our systems. Manually type it.

Problems with a Locked User Profile

After several unsuccessful login attempts, the Business Hub locks your user profile for security purposes. This is a preventative measure. If your user profile is locked, you'll receive an email with instructions on how to proceed.

Problems with Your Browser or Network

If your login credentials are correct, the problem could be with your browser. If the Business Hub is running slowly, that could be a browser problem. Try the following:

• Clear your browser cache, history, and cookies.
• Try using a different browser (e.g., Chrome, Firefox, etc.).
• Update the browser version you're using.
• Close your browser and restart it.

Sometimes login problems are with your IP address. For instance, if you work for a government agency and have tried the things mentioned in this article without success, consult your IT department. The problem may be that your computer was temporarily disconnected from your network. Resetting, or renewing, your static IP address could solve the problem.