You can’t log into your account, you see the error message “invalid username or password”.
If you are unable to log in to the room, we have listed in this article the most common cases so that you can quickly unblock the situation.
1. Did you use the right username ?
You log in to the Skeepers room by using your username and not your email address. Make sure you have used the correct username that you will find in the first email you received "Create your account".
If you have forgotten your username you can contact the Operational Manager of your Skeepers account or send an email to Skeepers Support.
Be careful, 5 authentication failures for an unrecognized username - or domain in the case of SSO authentication - will cause the source IP address to be blocked for 30 minutes. In this case, an error is displayed for all users associated with this IP address: "Your connection is temporarily suspended".
2. Did you forget your password ?
In case you have forgotten your password, you can click on "forgot password". Be sure to enter your username and not your email address. The password can be reinitialized through a temporary link sent to the user by email. The link is valid for 30 minutes only.
When a new user is created, an email is sent to the user to define the password. If you have not done this action within the time limit and the link is expired, you can contact the Operational Manager of your Skeepers account or send an email to Support.
Be careful, 10 failed authentications for a known username will cause a 10 minute account lockout.