Login FAQ

From UngerKnowledgeBase

If you are unable to login, here are some suggestions that may help resolve this matter. If you still have questions, please contact your system administrator or our Customer Support group for further assistance.

Frequently asked questions

• I know my username and password but I still can't login. What do I do next?
  If you know your username and password and receive error message when you log-in, refer to the Troubleshooting Guide for help resolving the issue.

• Are passwords case sensitive?
  Yes, they are case sensitive. If your password is Se47bG then you must type Se47bG not se47bg.

• I forgot my username and password combination, how do I remind myself?
  If you need a reminder, click the link on the login screen and enter the email address you provided when you created your user account, or contact your system administrator or our Customer Support group.

• How do I get a username and password?
  To get a username and password you need to create a user account. To create a user account, visit www.financialguidance.com or contact your system administrator or our Customer Support group.

Common error messages

Methuselah:Troubleshooting A connection to the EMS server could not be established

Error message

An exception occurred on EMS while posting request to EMS - Your password has expired or must be changed for security reasons

Description

The password for your user account is expired and must be updated.

Common reason for this error

An expiration date was assigned to your password, per the security policies of your organization.

Troubleshooting tip

On the login screen of the program, click Change Password and then on the next screen update your password. After you do so, login to the program using your new password.