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Can't Log In? Let's Get You Back In

This article walks you through the most common login issues in EngageRocket and how to resolve them step by step.

⚠️ Who is this article for? This guide is for all EngageRocket users who cannot access their account. If you cannot see the login page at all, check your internet connection or see The page is not loading or showing a blank screen.

Login issues in EngageRocket are almost always caused by one of a few common factors — the wrong login method, a browser issue, or an account that hasn't been activated yet. Work through the steps below in order and stop as soon as the issue is resolved.

💡 Where to start: Check your login method first. Using email/password when your organisation requires SSO (or vice versa) is the single most common cause of login failure.

Step 1: Check your login method

EngageRocket supports two login methods — email and password, or SSO (Microsoft or SAML). Make sure you are using the method your organisation has set up. If you are unsure which method applies to you, check with your Entity Admin before trying anything else.

Step 2: Check for typos

Passwords are case-sensitive, so make sure Caps Lock is off. Also check that your email address has no extra spaces before or after it — these are easy to miss and will prevent login.

Step 3: Clear your browser cache and cookies

Old cached data can interfere with the login process. Clear your cache in your browser settings, then try logging in again. If clearing the cache doesn't help, move to the next step.

See how to clear your browser cache (Chrome).

Step 4: Try incognito or private mode

Open a new incognito or private window and try logging in there. If login works in incognito but not in your normal browser window, a browser extension or cached file is causing the conflict.

Step 5: Try a different browser

EngageRocket works best on the latest versions of Chrome, Firefox, and Edge. If you are using an older browser or Safari, switch to one of these and try again.

Step 6: Check your account status

Your account may still be pending activation, or your invitation link may have expired. Check your email inbox for the original invitation from EngageRocket. If you can't find it or the link has expired, see I'm not receiving invitation or activation emails or My activation link has expired, what to do?

Step 7: Reset your password

If you use email and password login, go to the EngageRocket login page and click Forgot password? to request a reset link. This will be sent to the email address associated with your account. This option is not available for SSO users — contact your IT team instead.

Step 8: Check your internet connection

Make sure you have a stable connection and are not behind a firewall or VPN that may be blocking access to EngageRocket. Try loading another website to confirm your connection is working.

💡 SSO users: If your organisation uses Microsoft or SAML SSO and login is failing, the issue is likely on the identity provider side. Contact your IT team and ask them to confirm your access to the EngageRocket SSO application is correctly configured.

Something Not Working?

The error says "Account not found."

  • Likely cause: The email address you entered is not registered in EngageRocket.
  • Action: Confirm the correct email address with your Entity Admin. It may differ from your usual work email.

The error says "Too many failed attempts."

  • Likely cause: Your account has been temporarily locked after multiple failed login attempts.
  • Action: Wait 15 minutes and try again, or use Forgot password? on the login page to reset your credentials.

The login page keeps loading but never completes.

⚠️ Important: Only your Entity Admin can confirm whether your account exists, which login method your organisation uses, and whether your invitation needs to be resent. If you have worked through all the steps above and are still locked out, contact your Entity Admin before reaching out to support.

Still Need Help?

If you have questions about logging in to EngageRocket, reach out to us at support@engagerocket.co and we'll be happy to assist!