Having trouble logging in to your account?

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If you are seeing the following error "Your previous login attempt failed. Please try again" when trying to log in to your NetDocuments account, this could be caused by a few different things.

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If either your Username OR Password are entered incorrectly, you will see the message above. If you do not know your Username or Password, you can click the "Need login assistance?" link at the bottom.

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Here you can enter your Email Address or your Username (if you already know it). Once you click Submit, a message will be sent to your email address that contains a link to set up a new password.  Remember to check your Junk Mail and/or Spam filters if you do not see the email in your Inbox.  

NOTE: Your Username may not necessarily be your Email Address. When you receive the link to reset your password, your Username will be displayed when you enter your new password. 

Another common reason you would see "Your previous login attempt failed. Please try again." is if you are logging in to the incorrect Login page. NetDocuments currently has three identical but separate Services, each with their own separate datacenters; one in the US, one in the EU, and a third in Australia.  So, if you are a customer of the EU service and are trying to login on the US site (or vice versa), the login page will not recognize you as a valid user.  

The correct login page for the US service is https://vault.netvoyage.com while the page for the EU service is https://eu.netdocuments.com.  The correct login page for the AU service is https://au.nedocuments.com.

You can also click the following radio button under the "Need login assistance?" link for additional information:

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Also, if you are a user on the EU service and you are on the US login page (or vice versa) and you click the "I forgot my username or password" option, the system will likely not recognize your email address or username and you will get a message telling you that there is not an account with that username/address.  

Locked Account

If you enter an incorrect password 10 times or more, your account will be locked for about 15 minutes. If this happens, wait more than 15 minutes, and restart your web browser to log in again. You do NOT need to reset your password. To unlock the account before the 15 minute period is over, please contact NetDocuments Support. 

An email message will be sent to the user when their account is temporarily locked due to reaching the maximum number of login attempts. In addition to being notified on the login page when this occurs, the user will also be sent an email with the following text:

“Your NetDocuments account has been locked because we detected unauthorized attempts to log in to this account from [User Agent Header] at the IP address x.x.x.x.  Please contact your NetDocuments Administrator to assist with your account.” 

If you are still having issues after trying all the options above, you can submit a Case with our Support Department.

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    I have contacted ND numerous times for assistance with being locked out when logging in for the first time with the correct password. One I suggest I received was to enable single sign on. Now I am unable to log at all.

    I also receive the follow error message but no explanation as to why this will be happening when my credentials are no longer associated with the credentials stored in NDLink. I am the NetDocuments Administrator in my environment and I am unable to assist other users due to this issue.

    “Your NetDocuments account has been locked because we detected unauthorized attempts to log in to this account from [User Agent Header] at the IP address x.x.x.x. Please contact your NetDocuments Administrator to assist with your account.”

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