02/23/18 17:48 PM  

Resolving Common Login Issues on your RingCentral Account

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SummaryLogin issues on your RingCentral online account occur when the login credentials are incorrect, there's no internet connection, or when you are using an unsupported browser. This article discusses how to resolve these login issues.
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Resolving Login Issues on your RingCentral Account


Supported Browsers


• Google Chrome: version 41 or higher.
• Microsoft Internet Explorer: version 11.x, Microsoft Edge
• Mozilla Firefox: version 37 or higher.
• Safari: version 7.x or higher.

You can check on the following to ensure a successful login.
1. Make sure that your Phone Number and Extension is correct.
2. Make sure that your Password is correct.

1. Make sure that your Phone Number and Extension is correct

IMPORTANT: If you are unable to remember the Phone number, contact the Administrator of your account. If you are an Administrator and cannot remember your RingCentral number, you can get the Account Number from the RingCentral Service Statement on your email. 


• Using a wrong number when logging in is one of the most common factors that would prevent you from logging in to your online account. 
• To resolve this, make sure to use the correct RingCentral Phone Number when logging in. 
• Start with the area code plus the 7- digit telephone number. The same login information should be used on the RingCentral Phone. You do not need to include a hyphen when you enter your telephone number (ex. type 1866936 instead of 1866-936).
 

Logging in as an Administrator

 
• You can enter the Main RingCentral Number on the Phone Number field, and leave the Extension field blank if you are using the System default extension (Ext. 0); or,

• You can enter your Direct number on the Phone Number field, and leave the Extension field blank. Your Direct number is the number directly assigned to your extension in the company directory; or,

• You can enter the Main RingCentral Number on the Phone Number field, and your Extension number on the Extension field, if you were assigned a  different extension number, other than Ext. 0.
 

When logging in as a User

 
• You can enter your Direct number on the Phone Number field, and leave the Extension field blank. Your Direct number is the number directly assigned to your extension in the company directory; or,

• You can enter the Main RingCentral Number on the Phone Number field, and your Extension number on the Extension field. The Extension number is assigned to you by your Administrator.
 

2. Make sure that your Password is correct

All RingCentral accounts are required to create an Alphanumeric Password and PIN, for the following:

For more information about your Alphanumeric Password and PIN, go to Alphanumeric Password and PIN Overview.
 

Error: Access to this account is disabled (60-minute security lock) 


• You may get the error Access to this account is disabled after 4 unsuccessful login attempts.
• When you get this message, it means that RingCentral has taken the precaution to protect the security of your account and a 60-minute lock has been placed on your RingCentral login due to several unsuccessful login attempts. 

To resolve this error, reset your password by clicking on the reset password link sent by service@ringcentral.com to your email.

NOTE: Your RingCentral account Administrator can also reset your password but you will still need to wait until the 60-minute lock has ended before you can attempt to login. 
 

Forgot your Password?


If the password that you used to log in is incorrect, you will get a message that says "Phone number and password do not match. Please try again."  
 
Users:
If you are unable to remember your password, go to Resetting your Extension's Password for instructions on resetting your password. You can also have your Account Administrator reset your password.

Administrators: 
If you are unable to remember your password, go to Resetting your Extension's Password  for instructions on resetting your password. As an Administrator, you can also change the password of another User on your account.
 

3. Account Validation Issues (Security Code)


• Account Validation is a 2-step account verification feature that requires a User to enter a security code when logging-in to their RingCentral account for the first time on a new computer.
• All Users will be asked to validate their account the next time they try to access it on another device.
• The security code is sent to the User's mobile phone via SMS, or to their email address, depending on the information stored in the the User's account.

In cases when a User fails to receive the verification code through SMS on their mobile phone, or through their email address, please Contact RingCentral Support to disable Account Validation temporarily
 

NOTE: The RingCentral Support Representative will need to verify your account by asking for your RingCentral Phone Number, Extension Number, and Answer to your Extension's Security Question to verify your account.


• RingCentral Support can provide further assistance after the account is verified.
• If you are a User with no Administrator access and unable to remember the answer to your extension's Security Question, contact your Account Administrator to change your extension's Security Question and Answer. You can update your Security Question and Answer once you are logged in to your account. 
 

4. How to use "Remember me on this computer" / "Save Password" feature 

 

Remember me on this computer (RingCentral Online Account)


• When you log in to your RingCentral Online Account and tick Remember me on this computer, you are allowing your browser to store cache and cookies to remember that you are logged in using the information that you supplied.
• This means that when you close your browser and re-open your RingCentral Online Account, you will be logged in automatically. 
 

RingCentral will ask you to supply your Phone Number and Password again when: 

1. You logged in without ticking Remember me on this computer, and then closed your RingCentral window or tab.  
2. When your browser is set to automatically clear your Browsing History after closing the windows or tabs.
3. When you manually logged out from your RingCentral Online Account. 

 

Save Password (RingCentral Phone and RingCentral Phone for Mobile)


The RingCentral Phone and RingCentral Phone for Mobile application has the ability to the save Password when logging in. When you log in to your RingCentral Phone or RingCentral Phone for Mobile and tick Save Password, the app saves the password so you do not have to re-enter it when logging in. The app will remember your login credentials until you manually log out of the app. This means that you will be logged in automatically when you launch the app even after your restart your device. If you want to log in with a different extension, you will need to go to Settings > Logout.
 

5. Make sure that your Extension is Enabled

When you are assigned an Extension on your RingCentral account, you also get a Welcome Email from support@ringcentral.com with the link where you can activate and set up your Security Settings (Password, PIN and Security Question).
 
Users: 
If you have not received a Welcome Email to set up the password for your extension, contact your Account Administrator. When you receive the Welcome Email, click on the activation link to set up your extension. For instructions on how to set up your account, go to Setup Your Account Using the User Express Setup Tool.

Administrators: 
The Super Admin's extension (the one who initially set up the account), can not be disabled. 

If you are setting up your account for the first time, look for the Welcome Email sent to the email address that you've provided when you signed up. If you have not received a Welcome Email to set up your account, Contact RingCentral Support. For instructions on how to set up your account, go to Setting Up Your RingCentral Online Account Using the Admin Express Setup.

As an Administrator, you can re-send a Welcome Email for Users to set up their password to log in to their extension. For instructions on how to re-send the Welcome Email, go to Activating a User Extension


NOTE: Administrators can also disable the extension of Users as a security measure to restrict access of Users who are no longer part of their company or account. Only the Account Administrators can reactivate a disabled extension.  
 

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