Solutions for the most common problems that stop a user signing in to RMS, including forgotten credentials, Two-Factor Authentication (2FA) failures, and locked accounts.

Almost every login failure is caused by one of five things: a forgotten or expired password, an unknown username or Client ID, a 2FA code that cannot be generated or accepted, an account locked by too many failed attempts, a browser problem stopping the login page working, or every one of the property's User Licences already being in use. Find the symptom in the table below and go to the matching section.

To prevent repeat failures, reset your password using the Forgot Password? link rather than retrying a password you are unsure of, and store your Client ID somewhere secure such as a password manager.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Troubleshoot Login Issues at a Glance

Login Credential Problems

Forgotten or Expired Password

Symptoms: you cannot remember your password, you receive an "Invalid Password" error when signing in, or a password that worked yesterday is no longer accepted.

A password that stops working without warning has usually expired. Properties set how often passwords expire in the Days Until Expiry field on the Password Management tab. In both cases the fix is the same: reset the password.

1. Navigate to the RMS login page.
2. Select the Forgot Password? link located below the password field.
3. Enter the email address associated with your RMS user account.
4. Select Submit. A password reset email will be sent to the email address on file.
5. Open the password reset email and select the Reset Password link. The link expires, so complete the reset promptly.
6. Enter your new password. Ensure the password meets the minimum complexity requirements configured by your property, which can include a minimum length and a minimum number of uppercase, lowercase, numeric, and special characters.
7. Confirm the new password and select Save or Submit.
8. Return to the RMS login page and sign in with your new password.

Tip! If you do not receive the password reset email within a few minutes, check your Spam or Junk folder. If the email still does not appear, confirm that the email address entered matches the one registered to your RMS user account, or contact your RMS Administrator.

Forgotten Username

Symptoms: you cannot remember the username required to log in to RMS.

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.

Please Note! For security purposes, the RMS Support Team may need to verify your identity before providing account details.

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.

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.

Tip! Consider saving your Client ID in a secure location, such as a password manager, so you can easily retrieve the Client ID in the future.

Two-Factor Authentication (2FA) Login 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, for example a lost or replaced phone.
• The 2FA code generated by your authenticator app is not being accepted.
• You did not receive the 2FA verification code by email or SMS.

Important! Only an RMS Administrator or the RMS Support Team can reset 2FA on a user account. Individual users cannot reset their own 2FA settings.

2FA Code Not Accepted

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, because 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.

Lost Access to Your Authenticator Device

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.

2FA Code Not Received by Email or SMS

1. Check your Spam or Junk email folder if the code is delivered by email.
2. Ensure your mobile phone has network reception if the code is delivered by SMS.
3. Wait a few minutes and request the code again by selecting Resend Code, if that option is 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 or Login Blocked

Locked After Failed Login Attempts

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

Each property sets a Maximum Password Attempts value on the Password Management tab, configured at Setup > Security. Exceeding that number of failed attempts applies an automatic password reset to the account, so the first thing to check is your email.

RMS also adds a short, increasing delay between repeated failed attempts to protect accounts against automated password guessing. The delay clears on its own after a few seconds, so wait a moment before trying again rather than retrying immediately.

1. Check the email address registered to your RMS user account for an automatic password reset email, then follow the reset steps above.
2. If no reset email arrives, or the account remains inaccessible, 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, which will prevent further lockouts.

Please Note! The number of failed attempts allowed before an account locks varies depending on your property's security configuration.

Browser or Connectivity Issues Blocking Login

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

1. Clear your browser cache and cookies, then try loading the login page again.
2. Try logging in using a different web browser, for example switching from Chrome to Edge, 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.

Contact RMS Support About a Login Issue

If you have followed the steps above and are still unable to log in to RMS, 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.

If you can sign in but need to change how login security behaves for your property, see Password Management to configure password rules, or How to Setup and Activate Two-Factor Authentication (2FA) in RMS to change your 2FA setup.