If you've received your password reset email but still can't access your account, there could be several reasons. Below are common issues and how to resolve them:
1. A Previously Saved Password Is Being Automatically Entered by Your Browser
Your browser may be auto-filling an old password even after you've reset it.
Click here for guidance on removing saved passwords
2. Incorrect Email Address, or Password
- Your username is the email address used during registration.
- Passwords are case sensitive, so enter them exactly as saved.
3. Cached Data in Your Internet Browser
Browsers store temporary data (cache) to speed up page loading, which can sometimes interfere with login.
- You can usually press Ctrl + Shift + Del to clear cache.
- Click here for detailed guidance on clearing cache
✅ We recommend clearing only:
- Cookies and other site data
- Cached images and files
You do not need to clear your browsing history or other settings.
4. Your Account May Be Locked or Suspended
Some Training Providers enable a security setting that locks accounts after 3 failed login attempts.
⚠️ Due to GDPR, OneFile Administrators cannot unlock accounts.
Please contact your Training Provider directly. They can:
- Remove the lock
- Manually reset your password if needed
❓Need Help?
If you encounter any issues or have questions, please contact Onefile Support or your internal support channels.