I Cannot Log into My Account

Symptoms

You are trying to log into either Axon or into the HBDI® assessment with your credentials but receive the message below:

What is Going On?

For some reason, the system is not recognizing your username and/or your password. It could be any combination of misspelled username  and/or password. In rarer cases, you might be trying to use credentials for an account that doesn't exist or for an account that has been locked due to too many unsuccessful login attempts. Below are things to check for to ensure you are logging into the right place or using the correct credentials.

Things to Check For

Am I Matching the Case for My Password/Username?

Usernames and passwords are case sensitive. See the below scenarios that would cause the invalid username or password message to show:

Correct Credentials

Username: [e-mail]

Password: Bogus!Password8

Wrong Credentials

If you were to enter the below, however you will get the invalid username or password error:

Username: [e-mail]

Password: bogus!password8

Am I Copying and Pasting in My Credentials?

If you usually copy and paste your credentials into web sites, there is a possibility that an additional space is being added to either string being pasted. Windows and Mac operating systems add an additional space to copied text by default. If you are pasting your credentials in, it might be adding that additional space causing the error. If you copy and paste your credentials in, ensure that there are no spaces before attempting to log in.

Resetting Your Password

If the above steps don't work, you can also reset your password.

1. On the log in page, scroll down to "I forgot my password."
2. Enter the email address associated with your account.
3. Click Send Instructions.
4. You will receive an email with a link and instructions on how to reset your password.

IMPORTANT!

Password reset emails are only good for one use. If you happen to make a mistake while resetting your password, you'll need to do the above again.

Still Can't Log In?

If you are still experiencing trouble getting into your account, don't hesitate to send a request to our IT support at [e-mail]. A Herrmann tech support agent will be in touch shortly after so they can get you into your account.