Read on for what to do in case of login problems.
Note: Your LENA username is your email address – specifically, the email address associated with your LENA Online account.
If you are unsure which email address is associated with your LENA account, contact your LENA program manager / account owner, who can look it up for you on the LENA Online users screen.
Did not receive initial account / password setup email
First, check your spam/junk/clutter folders. Tips to help you search:
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Reset email comes from Auth0-Prod@lena.org.
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Subject is Set up your LENA Online Password.
If it's not there, work with your LENA account owner, who can check the LENA Online users list for your organization to verify that:
- You have been been set up as a user.
- The email address is correct.
What to do if the email address is incorrect
If the address has a typo, the welcome message will never reach the intended recipient.
The administrator who created the account should:
- Set the bad account to inactive.
- Create a new account with the correct information.
- Email support@lena.org to request deletion of the bad account. Specify the email address and the user ID.
If the user prefers a different address, they should go ahead and set up their password to log in, then follow instructions to change the address.
Log in screen after email and password entered
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If the login screen reloads instead of going to LENA Online, and it does not indicate an error, your user account has been inactivated. Contact your LENA Online account owner to reactivate your user account. |
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Forgot password
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| If you use stored passwords in Chrome, remember to update the stored password. | |
Attempted to change password but did not receive an email
If you don't get the reset email, there are a few possibilities:
- You entered an email address not associated with an active LENA account. Your program manager can help determine which email address your account uses.
- The reset email is in your junk or spam folder, or was quarantined by your organization.
- You previously set up an inbox rule for emails from the reset address, and the reset email has gone there.
Details to help in looking for the email:
- Reset email comes from Auth0-Prod@lena.org
- Subject is "Set up your LENA Online Password"
Forgot which email address is associated with LENA
Failed login: Wrong email or password
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You entered an email address not associated with an active LENA account. Your program manager can help determine which email address your account uses.
OR
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You entered an incorrect password. Try again, or work through the Forgot Password steps.
Screen is stuck on "Logging in..."
Ensure you are using the current version of Google Chrome. Update Chrome if necessary.
Safari is not a supported browser, but if you have no access to Chrome then for this particular issue you can hit refresh to move past the logging in loop. Still, some features may not work properly on Safari, so please switch to Chrome as soon as possible.
Trouble logging in on an iPad - "Logging in..." is flashing, page load stuck in a loop
Tap the x in the upper right of the screen to stop the page load, then tap the refresh icon.
Note: Safari is not a supported browser. Some features may not work properly on Safari, so please switch to Chrome as soon as possible.