I have reset my password, however, I keep getting an error message stating "the username and password provided do not match a user record. Please verify that you have entered them correctly," what did I do wrong?

If a user is receiving an error message stating that "The username and password provided do not 
match a user record. Please verify that you have entered them correctly." please confirm their Login Name for PensionPro is what is being used on the PensionPro Login screen. To do so:

  1. Click the Company Directory.
  2. Double-click the employee's name.
  3. Click the Account tab. 
  4. The Username the employee should use when logging into PensionPro is the entry next to the Login Name field.




I received the email and changed my password but PensionPro will not let me login, did I do something wrong?

If you received an email from PensionPro Software at support@pensionpro.zendesk.com and changed your password; it was for your password to our Help Center and not your PensionPro products. Emails for PensionPro password changes are received from no-reply@apps.pensionpro.com.

Reset Password:

  1. From the PensionPro login screen enter the Username and click the "Don't Know Your Password?"
  2. The user will receive an email from no-reply@apps.pensionpro.com which contains a temporary password the user can enter in the Password field of the login screen.
    • The email is sent to the email address that is set up in PensionPro for the user. 
  3. Carefully copy and paste the password without extra spaces into the Password field.
  4. After entering the temporary password and clicking the Login button, users will be prompted to update their password for future logins. Passwords need to be 8 characters with 3 of 4 of the following: uppercase letter, lowercase letter, number, and symbol.



I've updated my username but I did not receive my temporary password. How can I get into the system?

In most cases, if you didn't receive the temporary password email, your email server or spam filter is blocking emails from the sender. Your IT person within your office will need to whitelist no-reply@apps.pensionpro.com in order for you to receive the email.


The employee's email address in PensionPro should also be confirmed. Users confirming another employee's email address should have the Add/Edit Employee right.

To confirm an employee's email:

  1. Click on the Company Directory and double-click on the employee's name.
  2. Click on the employee's name link next to the Contact field of the Employee Details screen.
  3. Click the Edit button to the right of the General Information screen.
  4. Confirm the email address that is set up is correct and click Save.

Also, have someone with the Add/Edit Employee security right try resetting the password in PensionPro.

  1. Click on the Company Directory and double-click on the employee's name.
  2. Click on the Account tab.
  3. Click on the Reset Password.




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  • Avatar
    Michelle Glassman
    I closed the system and tried to log back in, but I'm receiving an error message "due to an internal issue"
  • Avatar
    Michelle Glassman
    Never mind! I'm in!