There can be several reasons why you can’t log in.
This article is divided into:
For those who have logged in before
For those who have not logged in before
First, make sure you’re using a compatible browser. The platform works best in Google Chrome and Microsoft Edge. If you try to log in using a different browser, this may be the cause of the problem.
I have been logged in before
Are you receiving a message that your information is invalid?
This can be caused by three things:
You’re using a browser other than Google Chrome or Microsoft Edge.
Try entering your login details again in one of those two browsers.Your password is incorrect, or you’ve forgotten it.
Select “Forgot your password?” and create a new password.
Your account has been deactivated.
Are you getting a message that your account is no longer active? Contact your contact person, who can reactivate your account for you, or reach out to us via live chat.
I have not been logged in before
When your account is created, you should receive a welcome email from us.
Please note: If you can’t find the email, check your spam, promotions or junk folder.
Have you found your welcome email?
Go to our login page from the welcome email in Google Chrome and enter your login details.
Can’t find your welcome email?
This can be caused by two things:
A welcome email was not sent to you.
If you can’t find your welcome email or haven’t received it, you can reset your password from the login-page.
You have not yet been created on Candeno.
Are you getting a message that we can’t find a user with your email address? This is most likely because you haven’t been created on the platform yet. Reach out to your contact person, who can create your account in the system. You will then automatically receive a welcome email with your login details.