---
title: What Should I Do if a Client Cannot Log In Because of an Incorrect Password?
description: Follow these steps to help a client reset an incorrect password, locate the reset email, and determine when to escalate the login issue.
---

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# What Should I Do if a Client Cannot Log In Because of an Incorrect Password?

## Follow these steps to help a client reset an incorrect password, locate the reset email, and determine when to escalate the login issue.

If a client cannot log in because of an incorrect password, the first step is to guide them through the password reset process.

### Information to gather

- Client name
- Email address
- Exact error message

### Troubleshooting steps

1. Direct the client to the InterpretManager login page.
2. Have them select **Forgot Password**.
3. Instruct them to reset their password using the email link.

### If the client cannot locate the reset email

1. Open InterpretManager.
2. Enter the client’s email address.
3. Select **Forgot Password** on their behalf.
4. Advise the client to check: 
     - Inbox
     - Spam or junk folder

### Escalation criteria

Escalate if:

- The password reset email is not received
- The reset process fails
- The issue persists after troubleshooting

### Escalate to

- Taylor Zeitlin
- Meg Ruthenburg

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