Help me log in

If you have problems when you log in to Anaplan, check out the common issues and solutions in this article for help.

This article will help you troubleshoot the most common problems that people have when logging in to Anaplan. 

For more information about the different login methods that you can use, see Log in to Anaplan.

Check to see if there are any Anaplan status updates . During scheduled maintenance windows or platform incidents, you won't be able to log in to Anaplan. 

If all systems are operational and scheduled maintenance isn't in progress, then try these actions:

• Clear your browser cache. The instructions are different for each browser. Search for "Clear my cache." 
• Log in with a different browser.
• Log in with Incognito mode if you use the Chrome browser or with a private browser if you're using Safari.
• Contact your Anaplan administrator to ensure you're logging in to the environment associated with your customer account.

The first thing to check is whether the account you're trying to access is active. Look for a registration email from No-reply@anaplan.com. 

If you don't see the email in your primary inbox, be sure to check your spam or quarantine folder. If it's not in one of those, ask your company's Anaplan administrator to check whether the correct email address is registered. 

You can also ask your IT team to add No-reply@anaplan.com to a "safe senders" list.

If you ‌see the email, start the login process with the email address you used during registration. 

If your account uses basic authentication to log in, go to the login page, enter your Anaplan account email address, and select Continue. Then select the Forgot password? link to reset your password. Reset instructions will be sent to your email address. (Be sure to check your spam or quarantine folder.)

• If you can reset your password, your account is active but was just locked. This can happen if you've tried to log in too many times with the wrong credentials. 
• If you can't reset your password, your account is inactive and may have been disabled. To reactivate your account, you'll need to contact your Anaplan administrator.

If your account uses SSO to log in, enter your SSO credentials. 

• If you're able to log in, your account is active. 
• If you're unable to log in, contact your Anaplan administrator as your account may have been disabled.

If your Anaplan login method uses basic authentication, select the Forgot password? link on the login screen. Reset instructions will be sent to your email address.

The instructions to reset your password if your Anaplan login method uses single sign-on (SSO) are slightly different. You'll need to contact your company's Anaplan administrator or IT department. They can send you the relevant instructions on how to reset your password for your company.

If you're an Anaplan administrator, refer to these guides in Anapedia: 

• Assign exception users within models
• Assign exception users in Administration only