Trouble Signing In or Resetting Your Password? Here’s What to Do

If you're getting an “invalid password” message or having trouble logging in, you may be on the wrong sign-in page.

Step 1: Use the Correct Login Page

Make sure you’re logging into your account from this specific page:

Email addresses are case sensitive.
Double-check the email you used when creating your account. You can look at an old email from us (like a confirmation or receipt) to see how you entered your email (case sensitive).
Using the “Forgot your password?” link?
- You have 15 minutes to click the link in the email you receive.
- Check your spam or junk folder if you don’t see it right away.
Use the most recent reset email.
If you requested multiple reset emails, only the latest one will work.
Link not working?
Copy and paste the full link from the email directly into your browser’s address bar.

If you can’t access the email account linked to your Acuity Insights profile, or you never received the reset email:

1. Why does it say my password is invalid?

You might be using the wrong sign-in page or mistyping your email (remember: it's case sensitive!).

2. I clicked “Forgot your password” – now what?

Check your inbox (and spam) for a reset link. You must use it within 15 minutes.

3. I got multiple reset emails. Which one do I use?

Only the most recent link will work.

4. The link won’t open. What should I do?

Copy and paste the full link into your browser instead of clicking it.