Troubleshooting PensionPro Login Issues (Desktop)

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1. 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.

Confirm Username:

  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.




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

If you received an email from PensionPro Software at 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

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 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: an uppercase letter, lowercase letter, number, and symbol.

Note: The password chosen is the password that will be used to log in to the PensionPro. This password does not need to be the same as the password used for logging into the Help Center. Changes to PensionPro credentials do not affect the user's Help Center credentials. For more information on resetting Help Center credentials, please click here.



3. I've updated my username but I did not receive my temporary password email. 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 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.

Reset User Password from 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.



4. I've confirmed my username and password, but my password is not working. Am I entering something incorrectly?

In most cases, if a user's credentials are not working correctly, it may be due to a trailing space entered in the password. A simple trailing space in the Password field will result in the user's credentials being rejected at the login page.

Users should make sure they are not entering or copy and pasting a space into the password field. Additionally, if the user keeps resetting their password, the previously received temporary password will be invalid for login. Only the latest unentered temporary password received will be valid.

Items to Confirm:

  1. Confirm a trailing space is not entered into the Password field.
  2. If using a temporary password is being used, confirm it is from the latest requested temporary password notification email.
    • It may be a good idea to make a single reset password request and use the resulting temporary password received from the notification email. 
  3. Confirm there are not any typos in the Username or Password fields.



  • 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!