This article is for people who manage events in Certain (admin users). If an attendee can't log in to a registration form, see Registrant Details (Attendee Form) instead.

Try these first

1. On the Certain login page, click Forgot your password? under the Password box.
   
2. Enter your Username and click Continue. Certain emails you a temporary password.
   
3. Check your spam and junk folders for the email from Certain.
4. If your organization uses single sign-on (SSO) for Certain, use your organization's sign-in button on the login page instead of a password. Its name depends on your organization. For example, it might say Register with Okta. Certain's password reset doesn't apply to SSO logins. If you can't sign in, use your organization's own forgot-password option or contact your IT team.

If the email still doesn't arrive

Your user may be inactive. Certain sets a user to inactive after 90 days without logging in, or after 6 wrong passwords in a row. Inactive users don't get password emails.

Ask an Administrator in your organization to:

• Reactivate your user and send a new temporary password. See How do I reactivate a user or send them a new temporary password?
• Check that the Email field on your user record is correct

FAQ

I reset my password but it says my login is invalid.

Copy the temporary password exactly, with no spaces. If it still fails, ask your Administrator to send a new one.

How long does a temporary password last?

It doesn't expire on its own. It stops working when a new temporary password is sent or the password is changed, so always use the newest email.

I'm locked out after too many tries.

After 6 wrong passwords in a row, Certain makes your user inactive. The Login page shows: "You have attempted the maximum number of unsuccessful login attempts. Your username is now inactive. Please contact your System Administrator." You can't use Forgot your password? after that. Ask an Administrator in your organization to restore your user and send a new temporary password. See How do I reactivate a user or send them a new temporary password?

My password worked before. Why did it stop?

Your organization may set passwords to expire after 90, 180 or 365 days (Account Settings > Security Settings). Use Forgot your password? to get a new one.

I can log in but get an error on every page.

Contact Certain Support with a screenshot of the error and the time it happened.

Next step: Ask your organization's Certain Administrator to reactivate you and send a new temporary password.