If you experience any issues when trying to log in to your ActiveCampaign account, there are some actions you can take to help troubleshoot. This article addresses some of the most common issues that you may encounter, and provides resources to help you resolve them. If you continue to experience issues accessing your account, please reach out to our Customer Experience Team for assistance.
Forgot your account name
When logging into your account through ActiveCampaign.com, you will be prompted to provide your account’s name before entering your username and password. If you have forgotten your account’s name, learn how to retrieve it by following the steps in “What is my account name?”
Forgot your username
If you are trying to log in but have forgotten your username, you can do the following:
- If you are the primary admin on your account, your username will simply be “admin.”
- If you are any other user, your primary administrator can look up your username by going to Settings > Users and Groups.
Note that the ActiveCampaign Customer Experience team cannot share usernames. You must go through your account’s primary admin.
If you type "admin" in the username field and the field clears or does not accept the value, contact our Customer Experience Team for assistance.
Forgot your password
If you have forgotten the password for your ActiveCampaign account, you can reset it by following the steps outlined in “Resetting ActiveCampaign account passwords.”
Please note that your new password must be a minimum of 8 characters and cannot be a password that appears on the list of 10,000 most commonly used passwords. This list originates from the Open Web Application Security Project (OWASP).
"Forgot?" link is not visible on the login page
If you do not see the "Forgot?" link next to the password field on the login page, try the following steps:
- Enter your username and log in with any password. The "Forgot?" link may appear after an unsuccessful login attempt.
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Refresh your computer by doing the following (you can complete these steps individually or all at once), then try to log in again:
- Clear your browser cache and cookies.
- Try a different browser.
- Use an incognito/private window.
- If you are logging in through a reseller or partner account, the login page may look different. Contact your account owner or primary admin for help resetting your password.
- If none of these steps work, contact our Customer Experience Team for assistance.
If your account is archived, the "Forgot?" option is not available on the login page. Learn how to unarchive your account first, then reset your password.
Unable to verify your email address
Under certain conditions, you must verify your email address before logging in. Learn more about the login verification process.
Account is under maintenance
If you see a spinning animation while attempting to log in, your account is under maintenance. This process will usually take less than an hour to complete. If you cannot log in after 2 hours, please contact our Customer Experience Team.
Error launching the page
If you see the message "We encountered an error launching the page you requested. If this persists, please contact support," try the following steps:
- Wait a few minutes, then try logging in again.
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Refresh your computer by doing the following (you can complete these steps individually or all at once), then try to log in again:
- Clear your browser cache and cookies.
- Try a different browser.
- Use an incognito/private window.
- If the error persists after following these steps, contact our Customer Experience Team and include the account name you are trying to log in to.