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Troubleshoot Login Issues
Can’t log in? Forgot your username or password, or you’re locked out from too many login attempts? To resolve login problems, try these solutions.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: All Editions except Database.com |
If you’re having trouble logging in to your company’s org, these troubleshooting steps are for you. Some of the steps direct you to contact your Salesforce admin. How you contact your admin depends on your company’s internal business policies and practices.
Your admin sets password policies for your org. These policies determine how many times you can attempt to log in, how long you’re locked out, and what your password requirements are.
To troubleshoot login issues, review these steps for common situations.
Before you start, check the login URL.
Before you start troubleshooting a specific issue, confirm that you’re using the correct login URL. Your login URL depends on your company. In some cases, you go to login.salesforce.com to log in. In other cases, your login URL is similar to https://MyCompanyName.my.salesforce.com. If you're not sure, contact your Salesforce admin.
If you're a Salesforce admin or developer, there are more considerations for login URLs. Check out Use the Correct Login URL.
I got locked out of my account after too many login attempts.
Contact your Salesforce admin, or wait until the lockout period expires and try again.
To log in after being locked out, you must answer your security question. If you don’t know the answer, contact your admin. After your admin helps you log in, change your security question.
I forgot my password.
From a browser, reset your password using the Forgot password link on the login page. Salesforce prompts you to enter your username, and then prompts you to answer your security question. When you answer the question, Salesforce emails you a link to set up a new password.
If the password reset link in the email is expired, request a new password reset. See Salesforce ‘Reset Password’ Link Is Expired.
If you can’t use the Forgot password link, you don’t know your username, or you don’t know the answer to your security question, contact your admin.
I’m having trouble with multi-factor authentication (MFA).
Most Salesforce orgs require MFA, meaning that when you log in, you must provide an extra layer of identity verification, using one of these methods.
- Salesforce Authenticator
- Third-party authenticator apps such as Google Authenticator
- Built-in authenticators such as Touch ID, Face ID, and Windows Hello
- U2F and WebAuthn security keys
- One-time passwords (OTPs) sent via email and SMS
If you’re having trouble with MFA, see Common multi-factor authentication (MFA) troubleshooting. For issues specific to Salesforce Authenticator, see Salesforce Authenticator Troubleshooting.
I’m not sure what my issue is or it isn’t described here.
See the non-admin section in the Unable to log in to Salesforce knowledge article for additional troubleshooting steps, such as unblocking Salesforce cookies from your browser.
If you still can’t log in, contact your admin. If you're an admin, contact Salesforce Customer Support.
- Use the Correct Login URL
If you're an admin or developer, make sure that you use the correct login URL for the instance that you want to access. - Reset Your Forgotten Password
If you forgot your password, you can easily reset it using the forgot password link on the login page. You need your username and access to your email address. You also need your MFA method to verify your identity. In some cases, you're asked to answer your security question instead of using MFA. - Reset Your Password With Your Email Address
If you forgot your password and your username, you can reset the password with the new Use Your Email Address button on the Reset Your Password page. You need your MFA method to verify your identity. In some cases, you're asked to answer your security question instead of using MFA. - Reset Password (Disambiguation)
When you use Salesforce, "reset password" can mean different things. Salesforce users can initiate a process that resets their own password. Administrators of most Salesforce products can reset a password for someone else. Some Salesforce products require authentication that's separate from your Salesforce login credentials. - Reset Your Security Token
To access Salesforce via a desktop client or via the API from an IP address that’s not in your company’s trusted IP range, use a security token. A security token is a case-sensitive alphanumeric code. Depending on how you access Salesforce, you either append the security token to your password or enter it in a separate field in a client application. - Update Your Token in Salesforce Outlook Edition
After you reset your security token in Salesforce, you can update your token in Salesforce Outlook. - Update Your Token in Connect Offline, Connect for Office, and Data Loader
After you received your new Salesforce security token, you can update your token in Connect Offline, Connect for Office, and Data Loader. - Grant Login Access
If you need help resolving a problem, you can grant a Salesforce administrator or a support representative login access to your account.
