Troubleshooting Guide: Can't Login to Platform: Getting a 'Failed to Activate Account' Message
PROBLEM: Can't log in to the platform and get a 'Failed to Activate Account' message?
For security reasons, the initial token/link in the onboarding email is only valid for seven days. If a learner tries to log in for the first time after this period, they'll see a 'Failed to Activate Account' message on the Welcome page. To fix this, they’ll need to reset their password to receive a new onboarding email.
How to Reset Your Password
Follow these simple steps to reset your password:
- Go to the Login Page
- Access the app using the URL: https://app.goldphish.com.
- Enter Your Details
- Type in the email address linked to your account and select continue with password to sign in, or
- Choose to sign in with Microsoft, Google, or Okta (if you’ve set that up).
- Click 'Forgot Password?'
- You’ll find this option just below the login fields.
- Follow the Reset Link
- Follow the instructions in the email to reset your password.
Note:
Password Reset Limit:
- Users can only request a password reset once every 30 minutes. If someone tries to reset their password again within that time, it won’t work.
Lockout from Incorrect Password Attempts:
- If a user enters the wrong password 3 times in a row, they will be locked out for 10 minutes - nothing permanent.
That's it! You’re all set to regain access to your account. If you run into any issues, feel free to contact our support team for assistance.