Skip to content

Fix the "username and password do not match" login error

← Troubleshooting

🔴🔵 StageStock & VirtualCallboard

If someone sees "The username and password do not match or you have not validated your membership," even after a password reset, the cause is usually their browser holding on to old sign-in data. Clearing it fixes most cases.

You'll see this when:

  • A password reset seems to do nothing.
  • An invitation link doesn't finish setting up the account.
  • Sign-in only works in a private (Incognito) window.
  • A brand-new account gives the same error the old one did.

Someone who has signed in before

Old cookies and saved credentials can override a freshly reset password.

  1. Clear cookies and cached files for the site. In Chrome, Edge and Firefox, press Ctrl+Shift+Delete (Cmd+Shift+Delete on a Mac) and clear cookies and cached images and files. In Safari, choose Safari > Settings > Privacy > Manage Website Data and remove the site's data.
  2. Close the browser completely and open it again.
  3. Sign in from a private (Incognito) window. If that works, stale browser data was the problem.

Someone with a brand-new account

A new account hasn't stored anything in the browser yet, so there's nothing to clear. What usually goes wrong is the invitation being opened somewhere that already holds an old sign-in: a browser with a previous user's saved session, autofill supplying an old password, or a tab that already has the site open.

  1. Use the most recent invitation email.
  2. Open the link in a private (Incognito) window.
  3. Set the password from that link.
  4. Sign in right away from the same private window.

Reset the username or password from User Administration

You'll need access to User Administration. Reset a username or password there, not by creating a second account for the same person.

  1. Open User Administration and edit the user.
  2. In Basic Information and Photo, change the Username, or check Change password.
  3. Choose Send Random Password to email them a new one, or I will specify a password to set it yourself.
  4. Click Save Changes.

Someone who just needs a new password can also use Forgot Password? on the login screen.

Still not working

Email support@theemptyspace.com or open a ticket at theemptyspace.com/support/. Tell us the username and the time of the last attempt, and we'll check the account from our side.

Related: Forgot Password Not Working? Try Clearing Your Browser Cache, Can't sign in on the web, but the app works.