User unable to login after username change

Aishwarya.S.324

Hi, I have a user who asked us to update the username and email ID associated with their Brightspace account. I have made that change and manually updated the password. I have shared these updated details with the user, but they are unable to login using these login details. It keeps saying Invalid login. When I try to login to their account using an incognito tab on my system, I'm able to login but they are not able to on their system. he user has tried accessing the account on multiple devices, and various different browsers without any luck.

What could be the issue here and how to solve the issue?

Brielle.H.672

Hello,

Here are a couple things you can try:

1. Verify Credentials: Ensure the user is entering the correct username and password. Brightspace login credentials are case-sensitive.
2. Clear Browser Cache: Ask the user to clear their browser cache and cookies. Sometimes, old login information can interfere with new credentials.
3. Incognito Mode: Since you were able to log in using incognito mode, suggest the user try logging in using incognito mode or a private browsing window.
4. Contact Support: If the issue persists, it might be helpful to contact Brightspace support for further assistance. They can provide more specific troubleshooting based on the user's account settings.

Hope that helps!