Overview

This article covers the most common login issues experienced by RMS users, including forgotten usernames, passwords, and Client IDs, Two-Factor Authentication (2FA) problems, and account lockouts. Each section describes the symptoms you may encounter and provides step-by-step solutions to help you regain access to your RMS account.

Forgotten Password

Symptoms

You are unable to log in because you cannot remember your password, or you receive an "Invalid Password" error when attempting to sign in.

Solution: Reset Your Password

1. Navigate to the RMS login page.
2. Click the Forgot Password? link located below the password field.
3. Enter the email address associated with your RMS user account.
4. Click Submit. A password reset email will be sent to the email address on file.
5. Open the password reset email and click the Reset Password link. The link will expire after a set period, so action the reset promptly.
6. Enter your new password. Ensure the password meets the minimum complexity requirements (e.g., minimum length, uppercase, lowercase, numbers, and special characters as configured by your property).
7. Confirm the new password and click Save or Submit.
8. Return to the RMS login page and sign in with your new password.

Forgotten Username

Symptoms

You cannot remember the username required to log in to RMS.

Solution

RMS does not currently provide a self-service username recovery option on the login page. To retrieve your username:

1. Contact your RMS Administrator at your property. The Administrator can look up your username from within the RMS system under user management.
2. If you are unsure who your Administrator is, contact the RMS Support Team and provide your full name, email address, and property name so the team can assist with locating your account.

Forgotten or Unknown Client ID

Symptoms

You are prompted to enter a Client ID on the RMS login page but do not know or cannot remember the correct Client ID for your property.

Solution

1. Check any previous RMS welcome or onboarding emails — the Client ID is typically included in your initial setup correspondence.
2. Contact your RMS Administrator or another staff member at your property who has access to RMS. They will be able to confirm the Client ID.
3. If you are unable to locate the Client ID through internal channels, contact the RMS Support Team with your property name and registered email address for assistance.

Two-Factor Authentication (2FA) Issues

Symptoms

You are unable to complete the login process because you cannot access your 2FA code. Common scenarios include:

• You no longer have access to the device running your authenticator app (e.g., lost or replaced phone).
• The 2FA code generated by your authenticator app is not being accepted.
• You did not receive the 2FA verification code via email or SMS.

Solution: 2FA Code Not Accepted

If the code from your authenticator app is being rejected:

1. Ensure the date and time on your mobile device are set correctly. Time-based One-Time Passwords (TOTP) rely on accurate device time to generate valid codes. Enable automatic date and time settings on your device.
2. Open your authenticator app and wait for a fresh code to generate. Enter the new code immediately — codes typically expire after 30 seconds.
3. If the code is still not accepted, try closing and re-opening the authenticator app.
4. If you are still having issues, contact your RMS Administrator and request a 2FA reset on your user account.

Solution: Lost Access to Authenticator Device

If you have lost access to the phone or device running your authenticator app:

1. Contact your RMS Administrator and request a 2FA reset on your user account.
2. Once the Administrator has reset 2FA, log in to RMS with your username and password.
3. Follow the on-screen prompts to re-enrol in 2FA using your new or replacement device.

Solution: 2FA Code Not Received via Email or SMS

1. Check your Spam or Junk email folder if the code is delivered via email.
2. Ensure your mobile phone has network reception if the code is delivered via SMS.
3. Wait a few minutes and try requesting the code again by clicking Resend Code (if available on the login screen).
4. If the code still does not arrive, contact your RMS Administrator or the RMS Support Team to verify that the correct email address or phone number is registered to your account.

Account Locked Out

Symptoms

You receive a message indicating that your account has been locked after multiple failed login attempts.

Solution

1. Wait for the lockout period to expire. RMS may enforce a temporary lockout period (e.g., 15–30 minutes) after several consecutive failed login attempts. After the lockout period, try logging in again with the correct credentials.
2. If you cannot wait or the lockout does not resolve, contact your RMS Administrator to have the account unlocked manually.
3. Once the account is unlocked, use the Forgot Password? link to reset your password if you are unsure of your current password — this will prevent further lockouts.

Browser or Connectivity Issues

Symptoms

The RMS login page does not load, loads partially, displays errors, or the login button does not respond after entering credentials.

Solution

1. Clear your browser cache and cookies, then try loading the login page again.
2. Try logging in using a different web browser (e.g., switch from Chrome to Edge, or vice versa) to rule out a browser-specific issue.
3. Try opening the login page in a private or incognito browser window to eliminate interference from browser extensions or cached data.
4. Check your internet connection is stable. Try loading other websites to confirm connectivity.
5. Ensure your browser is updated to the latest version. RMS supports modern browsers including Google Chrome, Microsoft Edge, Mozilla Firefox, and Safari.
6. If the issue persists, disable any browser extensions (particularly ad blockers or security extensions) that may interfere with the login page.

Quick Reference: Login Issues at a Glance

Still Need Help?

If you have followed the steps above and are still unable to log in to RMS, please contact the RMS Support Team and provide the following information to help the team resolve the issue quickly:

• Your full name and the email address registered to your RMS account.
• Your property name and Client ID (if known).
• A description of the error message or behaviour you are experiencing.
• The browser and device you are using.
• Any screenshots of the error (if available).