Who is this article for?

All users except Model Administrators.

No elevated permissions are required.

1. My username and/or password incorrect

If your username or password is incorrect, you'll see an error message: "Unable to log in. Please check your username and password." See example below.

1.1. Resolution

• Click the Reset Password link to get an email for resetting your password. Don't forget to check your Junk/Spam folders.
• Ensure your Username and Password are entered correctly.

If this doesn't solve your issue:

User account management, including Username and Password resets, is handled by your organisation's Ideagen Healthcare Guardian Oversight Administrator. Please reach out to them for further help.

2. I have requested (but not received) a password reset email 

If you requested a password reset but haven't received the email, please check your Junk/Spam folders.

2.1. Resolution

• Click the Reset Password link to receive an email for resetting your password. Don't forget to check your Junk/Spam folders for the email.

If this doesn't resolve your issue: User account management, including username and password resets, is handled by your organisation's Ideagen Healthcare Guardian Oversight Administrator. Please contact them to verify if a reset email has been sent.

If an email was sent but not received, there may be an issue with your trust's email policy. Contact your local IT department for assistance. They may also reset your password via the Ideagen Healthcare Guardian Administrator.

3. No Ideagen Healthcare Guardian User Linked to My Credentials (SSO Access)

If your SSO credentials are incorrect, you will see the error message "No Ideagen Healthcare Guardian user associated with my credentials".

This indicates:

• No Ideagen Healthcare Guardian account linked to your credentials (usually your email)
• Incorrect SSO ID for your Ideagen Healthcare Guardian account

3.1. Resolution

Account management, including SSO issues, is handled by your organisation's Ideagen Healthcare Guardian Oversight Administrator/Administration Team. Please contact them to ensure your SSO ID is correctly set up.

If the Issue Persists: Your Ideagen Healthcare Guardian Oversight Administrator/Administration Team may need to reach out to NHS Mail if your organisation uses NHS Mail SSO authentication. The user may not be registered to the correct organisation, especially if transferring from another trust.