Error 123 - Invalid username or password

This article contains troubleshooting information.

Source-Connect Pro #123: Invalid username or password. Please click on Help for further information on how to resolve this issue. 

Source-Connect | All Versions | All Operating Systems

Description

When trying to log into Source-Connect, users receive this error message.

Cause

Either the username or password entered is invalid.

Actions

1. Make sure you are logging in with the correct username.
   1. Go to https://dashboard.source-elements.com/
   2. Log in with the same username/password you are trying on Source-Connect.
      1. If the credentials do not work, go to https://dashboard.source-elements.com/forgot. 
      2. Enter the email under which your account is registered.
      3. In the email you receive, you will see a link similar to https://dashboard.source-elements.com/password_reset/<username>/<key>, where username is your Source Elements/Source-Connect account.
      4. If the username matches the one you had entered, complete the password reset process to get a new password value.
      5. Log into the dashboard again.
      6. After successfully logging in, try logging into Source-Connect again.
2. If you are using a Windows version of Source-Connect or a Mac version lower than 3.8.2 you will need to use a legacy password (lower case only) to be able to login.
   1. Go to https://dashboard.source-elements.com/ and log in with your username and password.
   2. Go to the “Settings” tab. 
   3. In the “Change Password” widget, enter your current password in “Current Password”.
   4. Enter a lower case only password in the “New Password ” and “Verify Password” fields.
   5. Click the “Change Password” button.
   6. Try to log into Source-Connect 3.8.2 again.

If the problem persists, please contact our support team for help.