Problem

The user receives an "Incorrect Password" notification upon attempting to log in to TRUE.

Solutions & Recommendations

If the "Forgot Password" button has been selected, a password will be sent to your company's primary point of contact. The user is also able to follow the troubleshooting steps below:

1. If there are spaces between first and last names in a username, ensure there is only one space entered.
2. Verify the username and password with your TRUE administrator, or account manager, or refer to the welcome email for the Admin login credentials.
3. The password is case-sensitive and will not allow access if the improper character is capitalized or vice versa.
4. If using a save password keychain, delete the password and manually enter it in; if this is successful, resave the password in the keychain if desired.
5. If the password or username was copied and pasted in the fields, delete the username and password and manually enter them in.
6. Select the "Login" button versus using the enter key to commit the login sequence.
7. Ensure there is a solid internet connection; a lack of connection will not allow the login sequence to be completed.
8. Users may experience login issues on browsers that are not supported. 
9. If you have forgotten your password, contact the TRUE representative at your company that originally provided the username and password. 
10. If you are listed as the primary point of contact for TRUE on the subscription, contact support@constructtrue.com for assistance or your account manager. 

How do Users Change Passwords?

Below are the steps to update and change passwords for a TRUE and TRUE Go user account.

1. Select the gear icon and choose “User Preferences”
2. Locate the "Change Password" field.
3. Click the pencil edit icon in the Change Password field at the top of the page 
4. Enter the current password for security, in the "Enter Current Password" field  
5. Enter the new password in the "New Password" field. 
6. Click the green "Submit" button

How do Managers Change User's Passwords? 

If a user cannot log in to the system, managers have access to change that individual's password from the Users/Access Module. 

Change User Passwords Video

1. From the main menu bar at the top of the screen, navigate to the gear icon, and then select “Users/Access”.
2. This module is password protected, and the manager must enter their password to navigate to the module. 

   Note: If you do not have access to the Users/Access module, contact the TRUE champion or point of contact at your company to change/update the password. If you are the primary point of contact for your TRUE subscription and do not have access, contact your account manager or support@constructtrue.com.

    
3. The user will then be taken to the Users/Access module.
4. Select the username in the list on the left.
5. On the Access tab, click the pencil edit icon for the User field, and a popup will appear.
6. Edit the Password field, then click submit.