If you are unable to log into your SecureGive account at https://app.securegive.com, then follow the troubleshooting steps below:
1. If you get the error message, “The credentials you provided do not match a user in our system. Please try again,” then re-enter your email and password. Double-check to make sure you are entering everything correctly. Also, do not let your web browser pre-fill any information; enter all information manually.
2. If that doesn't help, then use the Forgot Password link on the Sign-In page.
A. Click on the Forgot Password link
B. At the Forgot Password page, enter the email address for your account into the Email field, and then click the Reset Password button. (If you get the error message, “No user exist for the login information provided,” then see Step 3 below.)
C. Check your email inbox. You will receive an email from email@example.com that will contain a Reset Password button. Click that button to begin the password reset process.
D. You're then taken to a password reset page. Passwords must be a minimum of 8 characters and include two of the following: numbers, symbols, upper and lowercase letters. Once entered, click the button to save this new password.
3. When using the Forgot Password link on the Sign-In page, if you get the error message, “No user exist for the login information provided,” then it's possible that...
A. You have not created an account yet
B. You used a different email when initially creating your account
C. You incorrectly entered your email address when creating your account
If you've never created a new account, then learn how to do that HERE.
If you've never received an email from us, then it's possible your email address was entered incorrectly when creating your account. If after checking your email inbox (including spam and junk folders) you do not see any emails from us, then contact your organization to verify if your email is saved correctly in our system. You can also contact us by email at firstname.lastname@example.org or call us at (855)895-8951.
If after trying all of these steps you still cannot log into your account, then contact us at email@example.com or call us at (855)895-8951, and we'll be happy to assist.