I reset my password successfully but I am receiving the message "Incorrect user name or password"
000003191
80
07/12/2024 23:36 PM
5.0
Problem Description
I reset my Password successfully in the "Forgot Password" utility but I am now receiving the error message "Incorrect user name or password" when I attempt to sign in with my new credentials.
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 issues
- 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
Was this article helpful?
Articles Recommended for You