Troubleshooting username and password issues in the Bandwidth Dashboard

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Chase Greiser

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There are a few reasons why you may run into username and password errors when logging into the Bandwidth Dashboard. Here are a few helpful troubleshooting steps to take:

Reset your password

When logging in, you may receive the following error:

Error: Invalid login. Please check your username and password, and try again.

If you’re having trouble logging into the Bandwidth Dashboard and you’re not sure you have the right login credentials, then it may be best to reset your password:

  1. On the login screen, click Forgot Password.
  2. Enter your email address and click Reset my Password.

Have an Administrator unlock your account

When entering an incorrect password, you may receive the following error:

Error: These login credentials are incorrect. If you continue guessing incorrectly, this may result in your account being locked for security purposes. Please wait 10 minutes and try again or try resetting your password. If you still can’t access your account, please contact Bandwidth support.

If you're locked out after 6 failed attempts, an Administrator can unlock your account by performing the following steps:

  1. Log into the Bandwidth Dashboard.
  2. In the top navigation bar, click Account and then click Users.
  3. Locate the impacted user's account and click Unlocked.
  4. Click Save.

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Have an Administrator check your access methods

Important: API User Credentials can no longer be used to access the Bandwidth Dashboard via a web browser and can only authenticate via the API.

When logging in, you may receive the following error:

Error: Invalid login. Please check your username and password, and try again.

Since API users can't access the Bandwidth Dashboard, an Administrator can ensure you have the correct access permissions by performing the following steps:

  1. In the top navigation bar, click Account and then click Users.
  2. Under Select User Access Methods, check one of the following boxes to determine how this user should interact with the Bandwidth Dashboard or APIs:
    • Allow user to login to the Bandwidth Dashboard - This user type will be required to reset their password every 90 days.
    • Allow user credentials to authenticate API - This is a “virtual” user with credentials that are used explicitly to authenticate API calls. This user type will have a password that doesn't expire but it also cannot be used to log into the Bandwidth Dashboard. Please note that it's best practice for your API user to create an API Credential pair to use for their applications. The API Credential pair is separate from your Login Username and Password, and can't be used to access the Bandwidth Dashboard. 

Note: You can also check both boxes, however this should only be used in special cases and isn't recommended for most users. This user type will also be required to reset their password every 90 days.

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If a user is set to access the Bandwidth Dashboard or BOTH, we'll enforce a password reset every 90 days. Since API users are intended to be doing automated processes, we don't force a password reset. We do, however, encourage you to enforce your own automated password reset best practices.

Note: Many developers choose to create two sets of credentials. One for accessing the Bandwidth Dashboard, and a separate API-only user to validate API calls. Unlike user accounts that can access the Bandwidth Dashboard GUI, users restricted to API-only access won't require periodic password resets.

Use Google Chrome

For the best Bandwidth Dashboard experience, we recommend using the latest version of Google Chrome. Click here to learn more about keeping your browser up-to-date.

Clear your browser cache and cookies

Browsers, like Chrome, save some information from websites in their cache and cookies. If all else fails, clearing them can fix loading problems on sites. Click here to learn how to clear your browser's cache and cookies.

When performing this step, we recommend clearing browsing data for Cookies and other site data and Cached images and files


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Questions? Please open a ticket with your Bandwidth Support Team or hit us up at (855) 864-7776!

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