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Index of Login Procedures and Common Login Errors

For any login issues, navigate to the appropriate topic and click on the corresponding link for remedies to resolve your issue.  Be sure to check out "Best Practices" at the bottom of this page

How to Log in to the FileTrac System: If you are needing assistance with the Login and Authentication process, click on the link(s) below for step-by-step instructions:

How to Log in to the FileTrac System : FileTrac Support (freshdesk.com)

Auth0 Guardian App Instructions : FileTrac Support (freshdesk.com)

Google Authenticator App Instructions : FileTrac Support (freshdesk.com)

Email Verification Setup : FileTrac Support (freshdesk.com)

Incorrect LoginID/Password; Resetting Password: 

Incorrect LoginID/Password; Resetting Password : FileTrac Support (freshdesk.com)

Login Error "Oops, Something Went Wrong": 

Login Error "Something went Wrong" : FileTrac Support (freshdesk.com) 

Assistance with Multiple FileTrac Accounts: If you are attempting to log in for one company, but are being directed to a different company's FileTrac system and/or have multiple FileTrac accounts, click on the following link:

Multiple FileTrac Accounts : FileTrac Support (freshdesk.com) 

Error Message "Your account has been blocked after multiple consecutive login attempts":

Error Message "Your Account has been blocked after multiple consecutive login attempts" : FileTrac Support (freshdesk.com) 

New Phone/6-Digit Verification Code/Recovery Code (MFA): If you are not receiving your code, are encountering an issue verifying your identity upon login, or for more information regarding "Remember this device for 30 days" click on the following link:

New Phone/Verification Code/Recovery Code : FileTrac Support (freshdesk.com)

Error Message "Couldn't Enroll Your Device" or Login attempt has "timed out":

Error Message "Couldn't Enroll Your Device" : FileTrac Support (freshdesk.com) 

Verification App Requesting Passphrase:

Verification App Requesting Passphrase : FileTrac Support (freshdesk.com) 

Best Practices:

Solution 1:

  • Log out of FileTrac by clicking on the 'Logout' button.

  • Clear your browser cache by following the instructions in the following link:

Clearing Your Browser Cache : FileTrac Support (freshdesk.com)

  • Then log in to the FileTrac website using the web address that was provided by your company.  (Do not use an existing bookmark.)  If you are bookmarking the web address, please visit the below link for additional information on how to edit the bookmark: 

How to Update a FileTrac Bookmark : FileTrac Support (freshdesk.com)

Solution 2:

  • Make sure that computer's clock is correct for date, time, and time zone.  Altering this will be considered a security risk and not allow an authenticated login.

FileTrac Support Portal "FreshDesk" Login: If you are encountering an issue logging in to the FileTrac Support system "FreshDesk", review Section (V) in the following link:

FileTrac Support Portal "FreshDesk" : FileTrac Support

Additional Login Topics can be found through the following link:

Login Procedures : FileTrac Support (freshdesk.com)

Tech Support:

Tech Support : FileTrac Support (freshdesk.com) 

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