Logging out update!

From Thursday 7th March 2024, we're making some small changes to how user accounts linked to a keychain log out. More information on logging out can be found here.

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I've received my password reset email, but I still can't log in

Here's a list of reasons which you may be unable to log into your account, even if you've received your password reset email:

  • A previously saved password is being automatically entered by your internet browser

  • You may be entering the incorrect username, email address or password

  • Cached data on your internet browser

  • Your account may be locked/ suspended

For each issue, use the guidance below to try and resolve the problem.

A previously saved password is being automatically entered by your internet browser

If you have recently changed your password, your browser may be remembering an old password you've used to log in previously. 

To remove an individual saved password from your internet browser, click here for guidance (external).

You may be entering the incorrect username, email address or password

If you've received the password reset email, the username for your account will be displayed above the link to reset your password. 

If you have a Keychain, your username will be the email address that was used when registering for your Keychain.

If you have an individual account, you username will be the first letter of the first name and surname merged with a number at the end, e.g AEXAMPLE2

When entering the password, remember that it must be entered exactly as it was saved (passwords are case sensitive).

Cached data on your internet browser

When you browse the internet and visit different sites, your internet browser saves some information in temporary storage to reduce the time to load the webpage the next time you go there. This temporary storage is called cache.

To remove cached data from your internet browser you can usually press Ctrl+Shift+Del whilst on the internet browser. if this doesn't work click here for guidance (external).

We would recommend only clearing the Cookies and other site data and Cached images and files. Your browsing history and other options don't need to be cleared.

Your account may be locked/ suspended

Your Training Provider can enable a setting within OneFile that locks an account after 3 unsuccessful login attempts, for increased security.

Due to GDPR, OneFile Administrators are unable to unlock the account. If this has occurred, please contact your Training Provider. They can remove the lock and can manually reset your password if needed.

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