Introduction

This article provides troubleshooting guidance for resolving login errors when accessing a Business Center account. It includes common causes, environment verification steps, and actions to take if you are unable to sign in after resetting your password.

Overview of Common Causes

• User account locked after multiple failed login attempts.
• Incorrect Organization ID, username, or password entered multiple times.
• Password expired (not updated within 90 days).
• Password reset completed successfully, but login still fails with an “Incorrect user name or password” error.
• Password management tools or browser auto-fill inserting a previous password.
• Incorrect, outdated, or corrupted bookmarked URL.
• Signing in to the wrong Business Center environment (Test vs. Live).
• Browser cache, cookies, or extensions interfering with login.

Verifying the Correct Business Center URL

Ensure you are accessing Business Center using the correct URL for your environment. Avoid bookmarks that contain additional characters beyond the base address.

Procedure

Unlocking Your User Account

1. Contact Client Services or work with a Business Center administrator to unlock your user.
2. Refer to:
   • Who do I contact to unlock my Business Center User 

Resetting or Recovering Your Password

1. Use the Forgot Password utility to reset your password.
2. Ensure you are signing in to the same environment (Test or Live) where the password was reset.
3. Manually type your new password instead of selecting an auto-filled value.
4. Update or disable any password management tools that may be inserting an old password.
5. Refer to:
   • How do I change my Business Center user password?
   • How to Set Up Password Recovery Contact Information

Troubleshooting Failed Sign-In After Password Reset

1. Confirm with a Business Center administrator that your user account is not locked.
2. Verify that you are attempting to access the correct environment.
3. Attempt to sign in using your new credentials.
4. If the attempt fails, have an administrator unlock your user again and reset your password a second time before retrying.
5. Manually enter your password and avoid browser auto-fill.
6. Verify the URL contains no extra characters and matches your environment.
7. Try signing in using a different browser.
8. Clear browser cache and cookies.
9. Use Private or Incognito browsing mode.
10. Try signing in from a different device.
11. Disable browser extensions, especially password managers.

Resolving One-Time Passcode (OTP) Issues

1. Check your junk or spam folder.
2. Whitelist required Cybersource email domains.
3. Verify your email address and login credentials.
4. Request a new one-time passcode if needed.
5. Refer to:
   • Unable to receive the One-Time Passcod 

Additional Resources

• Who do I contact to unlock my Business Center User?
• How do I change my Business Center user password?
• How to Set Up Password Recovery Contact Information
• Unable to receive the One-Time Passcode
• How to Contact Client Services