I reset my password successfully but I am receiving the message "Incorrect user name or password"
000003191
2227
03/03/2022 20:07 PM
4.0
Problem Description
I reset my Password successfully from "Forgot Password" but I am receiving the message "Incorrect user name or password" when I attempt to sign in with the new password.
Cause
Multiple potential causes:
- Account is locked
- Incorrect URL
- You are attempting to sign in with the reset password for a user that belongs to a different Business Center environment
For example, you can reset the password for a Test user, but you are using the same username for a Production environment
- Web browser
- The password management tool/add-on in browser is automatically adding the previous password into the form when you sign in
Resolution
To log in successfully after resetting your Password:
- Ensure that your account is unlocked
- Verify that the URL you use contains only the following characters: https://businesscenter.cybersource.com/ebc2/. If you use a bookmark, edit the link so that it contains only businesscenter.cybersource.com
- Verify that you are attempting to sign in to the environment (Test or Live) associated with your account
- Try entering the new password from a different browser
- Clear your web browser's cache/cookies
- Try using Private browsing (for Chrome, Incognito mode) on your web browser
- Try entering the new password from a different device
- Update the new password or disable any password management tool in your browser
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