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PensionPro 2.0 - Troubleshooting PensionPro Login Issues

1. I have reset my password, however, I keep getting an error message stating "The username or 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 or 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. Search for the employee in the Search box.
  2. Under the Search Results, expand the Employees menu, and select the employee’s name.
  3. Click the Account menu under the Views panel. 
  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 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@pensionpro.com.

Reset Password:

  1. From the PensionPro login screen, click the Reset Password link.
  2. Enter your Username and click the Reset Password button.
  3. The user will receive an email from no-reply@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. 
  4. Carefully copy and paste the password without extra spaces into the Password field.
  5. After entering the temporary password and clicking the Log In 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 department within your office will need to whitelist no-reply@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. Search for the employee in the Search box.
  2. Under the Search Results, expand the Contacts menu and select the employee’s name.
  3. Confirm the email address that is set up in the General Information grid is correct. If the email address needs to be edited, click the Edit icon in the upper right corner of the grid, edit the email address 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. Search for the employee in the Search box.
  2. Under the Search Results, expand the Employees menu, and select the employee’s name.
  3. Select the Account menu under the Views panel.
  4. Click the Edit icon in the upper right corner of the screen.
  5. Place a checkmark in the Update Password checkbox, type in your Old Password, New Password, and Confirm Password.
  6. Click Save to update the 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.

 

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