Login Problems

Can’t log in to PULSEIntel PRO? Work through these steps to regain access to your account.

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Reset Your Password

The most common login issue is a forgotten password.

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Didn’t Receive the Reset Email?

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Two-Factor Authentication Issues

If you have 2FA enabled and can’t complete login:

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Using Authenticator App

1. Open your authenticator app (Google Authenticator, Authy, etc.)
2. Find the PULSEIntel PRO entry
3. Enter the current 6-digit code
4. Codes refresh every 30 seconds—make sure you’re using the current one

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Lost Access to Authenticator

If you can’t access your authenticator app:

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No Backup Codes Available

If you don’t have backup codes:

1. Contact support at [email protected]
2. You’ll need to verify your identity
3. Support can disable 2FA so you can log in
4. Set up 2FA again and save your backup codes securely

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Account Access Issues

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Account Locked

Your account may be locked after multiple failed login attempts. What to do:

1. Wait 30 minutes for the lock to expire
2. Try logging in again with the correct password
3. If you’ve forgotten your password, use the reset option

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Account Suspended

If your account is suspended, you’ll see a message when trying to log in. Common reasons:

• Payment failure
• Terms of service violation
• Security concern detected

To resolve:

1. Check your email for a notification explaining the suspension
2. Address the underlying issue (update payment, etc.)
3. Contact support if you need assistance

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Account Deleted

If you or an administrator deleted your account:

• Accounts are recoverable for 30 days after deletion
• Contact support to request recovery
• After 30 days, data is permanently removed

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Browser Issues

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Cookies Disabled

PULSEIntel PRO requires cookies to keep you logged in. Enable cookies:

• Chrome: Settings > Privacy and Security > Cookies
• Safari: Preferences > Privacy > Uncheck “Block all cookies”
• Firefox: Options > Privacy > Accept cookies

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Cache Problems

Outdated cached data can cause login issues. Clear your cache:

1. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
2. Select “Cached images and files”
3. Click “Clear data”
4. Try logging in again

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Try Incognito/Private Mode

Test if extensions are causing issues:

1. Open an incognito/private window
2. Go to the login page
3. Try logging in

If login works in incognito, a browser extension is likely interfering.

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Try a Different Browser

If one browser isn’t working:

1. Download a different browser (Chrome, Firefox, Safari, Edge)
2. Try logging in from the new browser
3. This helps identify if it’s a browser-specific issue

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Mobile App Login

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App Won’t Accept Credentials

1. Check for typos - Carefully re-enter your email and password
2. Update the app - Make sure you have the latest version
3. Try the website - Log in via web browser to verify credentials work
4. Reinstall the app - Delete and redownload from the app store

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Stuck on Loading After Login

1. Force close the app and reopen
2. Check your internet connection
3. Restart your device
4. Reinstall the app if necessary

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SSO/Single Sign-On Issues

If your organization uses SSO:

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SSO Button Not Working

1. Contact your IT department first
2. Your organization’s identity provider may have issues
3. Check if other SSO apps are working

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Wrong Account Linked

If SSO is linking to the wrong account:

1. Log out of PULSEIntel PRO
2. Log out of your SSO provider (Google, Microsoft, etc.)
3. Log back in to SSO with the correct account
4. Then log in to PULSEIntel PRO

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Still Can’t Log In?

If none of these solutions work: Contact Support:

• Email: [email protected]
• Include:
  • The email address you’re trying to use
  • Any error messages you see
  • What steps you’ve already tried
  • Screenshots if possible

Verification may be required: For security, we may need to verify your identity before granting access. Be prepared to confirm account details.