Customer Service Tip: How to handle the error: 'The entered credentials are not correct'

When the below error appears on the FortiCloud Portal, users should select the ‘eye icon’ to ensure the correct and latest password is entered. Avoid using saved passwords, try in Incognito mode, and clear the browser cache if needed.

If the issue persists, it is recommended to reset the password using the following steps:

1. Select ‘Forgot Password?'.
                                                           
   

    

2. Enter the registered email address and select 'SUBMIT'.
   
                                                                             
3. A password reset email will be sent to the user's registered email address.
                                                                                              
   

    

4. Select the link in the email to reset the password. The link remains valid for 5 days.
   
   

    

5. Complete the 'CAPTCHA'.
                                                                                
   

    

6. If the user has added a phone number in the 'Contacts' tab of the FortiCloud Portal, an additional authentication step is required, entering the 'SMS CODE' sent to that number. This step is skipped for accounts without a phone number listed in the 'Contacts' tab.

7. Set a strong password using the recommendations below.
    

    

   

    

8. Password reset successful. The user will receive a confirmation email after resetting the password.

If the user has forgotten the registered email address linked to the assets, select the ‘Forgot Email?’ option.

Enter the serial number, name, and any email address recalled, then select ‘SUBMIT’.

An automated email will be sent to the registered email address associated with the specified asset.

For IAM Users: Only the administrator can reset the password. For help, contact the administrator that provided the user name and alias.

Related article:

Customer Service Tip: Two-Factor Authentication (2FA) resource list