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If you enter information When logging in to DCI, if the user enters a username or password that is not registered in the system when trying to log in, you they will receive this error:

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the error Invalid Username/Email or Password.

• Verify the username or email is spelled correctly

...

• • The email address

needs to

• • used must be the email listed for the user profile

• • If the user email address has changed or is unknown

same email address that is in the system. If you have recently changed your email address or are unsure what email address is in the system

• • , please contact your supervisor for assistance.

Double-check that your

• Verify the password is entered correctly

• • The password

. Password

• • is case-sensitive

.

• If

...

• the user forgot their password, select the Forgot your password link.

• • If

you try 3 times, the error message will change to “For

• • the wrong password is entered, the user may receive the error For security purposes, you have been locked out. Please contact your supervisor.

”

• • • The number of password attempts varies by company

• • • Contact your supervisor

or another Rise administrator

• • • to unlock your user profile

for you.

• If

...

• the user cannot log in to a Residential or Day Program profile

...

• :

You are entering

• • Verify the correct username and password

correctly

• • are being entered

• • Verify the user has

You have

• • an active service account for

that program

• • the program

• • Contact your supervisor for additional assistance

• If the user entered the system identifier into the mobile app incorrectly 
  • Verify the system identifier being entered
  • If the user is not prompted for the system identifier, review the article

    What do I do if I am not prompted for the system identifier when downloading the mobile app?

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