# Common Login Errors

Below are common login errors you may encounter when accessing the CRM Back Office Portal:

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<summary><strong>Incorrect Email Address</strong></summary>

1. If the email address is not recognized, the following error message will appear:\
   \&#xNAN;**"The user does not exist."**
2. This typically means the email entered does not match any registered account.
3. Double-check your email address and try again. <br>

   <figure><img src="https://1412218885-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZjte3ihj30mTFvqCasyX%2Fuploads%2FFk6rpwVJk1qbdhW32UlN%2Fimage.png?alt=media&#x26;token=14b1db7a-1b3a-43aa-8119-7e5d82f9ab64" alt=""><figcaption></figcaption></figure>

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<summary><strong>Incorrect Credentials</strong> </summary>

1. If the credentials entered are incorrect, you will see the following error message:\
   \&#xNAN;**"Incorrect Email and Password."**
2. This means the email and password combination does not match any existing account.
3. Double-check your login details and try again.\
   \
   ![](https://1412218885-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZjte3ihj30mTFvqCasyX%2Fuploads%2FthLSnr05LfGf1lQKnk9J%2Fimage.png?alt=media\&token=a1a6f3a2-67fb-47b2-bd87-3b5fc88caaad)

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<summary>Incorrect Credentials with Login Attempt Limit</summary>

1. If login attempt limits are enabled for your Back Office users, repeated incorrect credentials will trigger an error message informing you that the login credentials are incorrect.&#x20;
2. This message will also display the number of remaining attempts before the account is locked.<br>

   <figure><img src="https://1412218885-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZjte3ihj30mTFvqCasyX%2Fuploads%2FzL4YY85lQRFyWKpiI30A%2Fimage.png?alt=media&#x26;token=96893ff9-af1d-4d42-bc5d-bc5662b5afc0" alt=""><figcaption></figcaption></figure>
3. Once the limit is reached, the account will be suspended.
4. In this case, you will need to contact your Back Office administrator to re-enable your account. Please refer to this section: [failed-login-attempt-limit](https://reference-guide.gitbook.io/crm-back-office-user-guide-full/17.-settings/client-portal-security-settings/failed-login-attempt-limit "mention")

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