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Incorrect LoginID/Password; Resetting Password

FILETRAC EMPLOYEES ARE RESTRICTED FROM PROVIDING LOGIN INFORMATION (USERNAMES AND/OR PASSWORDS) TO USERS.

Table of Contents:

I. Causes and Remedies for Error Message

II. Resetting Your Password

III. Password Reset for Users with Multiple FileTrac Accounts

I. Causes and Remedies for Error Message:

  • The user is entering the Incorrect LoginID
    • On the 'Welcome' page do NOT enter your email address if your email address is not your LoginID.  You will need to contact an Admin from your company to verify your LoginID and/or send new credentials from your profile page.
  • The user is entering the Incorrect Password
    • After verifying your LoginID, you can reset your password by following the instructions below or have an Admin from your company send you new credentials from your profile page.
  • The user is using the Incorrect Web Address (especially if a user has multiple accounts)
    • Contact an Admin from your company to verify the URL Web Address
  • The user is copy/pasting their login credentials and are inadvertently picking up blank spaces either before or after the LoginID and/or password.
    • Enter the credentials manually

If you work for multiple companies, you will have a separate account for each company.  Keep a list of each company, along with the associated FileTrac Web address, your credentials, and your primary contact email address for each account.

Related Article:

Multiple FileTrac Accounts : FileTrac Support (freshdesk.com)

If you continue to receive the error message "Incorrect LoginID/Password" after completing the above 4 steps, please submit a ticket requesting for your LoginID to be inspected for blank spaces.  Be sure to include your LoginID and the company in which you are attempting to log in for. 

II. Resetting Your Password:

Once you have verified your LoginID, you can reset your password.  The below instructions will walk you through the process of resetting your password for an account.

1. Click on "Forgot Password"  

2. On the 'Forgot Your Password' page, enter the email address that is listed as your contact email address for that company, do NOT enter your LoginID/Username.

If you need to verify and/or change the email address listed on your profile for a company, you will need to contact an Admin from that company.  They will be able to verify and/or make any changes such as email, phone number, address, etc. 

3. Then click Continue.

An email will be sent to that email address that will allow you to reset your password (be sure to check your spam folder if it does not appear in your inbox). 

When resetting the password for a FileTrac account, you must choose a password that you have not previously used for this account.  If you attempt to reset to a previously used password, you will receive an error. 

III. Password Reset for Users with Multiple FileTrac Accounts:

Resetting your password in one FileTrac account, will also change the password(s) for your other accounts that share that same URL link and the contact email address is the same for those accounts. 

For instance, in the below example the user uses the link <https://cms14.filetrac.net> to log into two of the companies he works for.  The user's email address listed as the primary contact email address for both of these accounts is <johndoe@filetrac.net>.  

Using the reset password function, the password will reset for both accounts since they both use the same FileTrac link <https://cms14.filetrac.net> and both have <johndoe@filetrac.net> listed as the contact email address. 


 

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