Troubleshooting Bandwidth App login issues as a Basic User

Having trouble logging into the Bandwidth App? There are a few reasons why that might be happening: 

• Your browser is outdated or not supported
• Your username is incorrect
• Your password is incorrect or has expired
• You don't have the necessary access methods
• You've been locked out after 6 consecutive failed login attempts

Note: If you're having trouble logging into our Support Center, please see this support article.

Confirm that your browser is supported

For the best Bandwidth App experience, we recommend using the latest version of a supported browser. Please note that we do not support access to the Bandwidth App on mobile browsers.

You may also want to clear your cache and cookies, since that can help fix site loading problems and improve your browsing speed.

Make sure your username is correct

Double-check that you're entering your username correctly. If you're not sure what your username is, please reach out to the Account Admin at your organization.

Reset your password

If you still can't log in, your password may be incorrect or has expired. In that case, the best solution is to simply reset it:

1. Click Forgot Password.

2. Enter your email address and click Reset My Password.

3. Follow the instructions in the password reset email to create a new password.

Important: For security reasons, you won't receive a password reset email if your email address hasn't been verified in the Bandwidth App. To locate the verification link, please search your inbox for the email with the subject line "Welcome to the Bandwidth App." If you're not sure whether your email address has been verified, or you need a new verification link, please reach out to your Account Admin.

Reach out to your Account Admin

If you weren't able to reset your password yourself, please reach out to your organization's Bandwidth App Account Admin. They can confirm your username, send you a password reset email, and/or unlock your account. They can also send you an email verification link (if your email address hasn't been verified in the Bandwidth App), so that you can easily reset your password yourself in the future. Feel free to share these instructions with them if they have any questions.

If you don't know who your Account Admin is or they're not available, please open a ticket with your Bandwidth Support Team or hit us up at (855) 864-7776!