When logging in to DCI, if the user enters a username or password that is not registered in the system, they will receive the error Invalid Username/Email or Password.

• Verify the username or email is spelled correctly

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

• • If the user email address has changed or is unknown, please contact your supervisor for assistance.

• Verify the password is entered correctly

• • The password is case-sensitive

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

• • If 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 to unlock your user profile

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

• • Verify the correct username and password are being entered

• • Verify the user has an active service account for 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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