Find answers to common questions about accessing your financial portal
Authentication
If you're receiving an "invalid credentials" error: Check Your Email Address: • Ensure you're using the correct email address associated with your account • Check for typos or extra spaces • Try copying and pasting your email if typing manually Verify Your Password: • Passwords are case-sensitive • Check if Caps Lock is enabled • Try typing your password in a text editor first to verify Account Status: • Your account may be temporarily locked after multiple failed attempts • Wait 15 minutes before trying again • Contact support if the issue persists Browser Issues: • Clear your browser cache and cookies • Try using an incognito/private browsing window • Disable browser extensions that might interfere
Authentication
To reset your password: Use the Password Reset Link: 1. Click "Forgot password?" on the login page 2. Enter your email address 3. Check your email for a reset link (including spam folder) 4. Click the link and follow the instructions If You Don't Receive the Email: • Check your spam/junk folder • Verify the email address is correct • Wait a few minutes - emails can be delayed • Try requesting a new reset link Password Requirements: • Must be at least 8 characters long • Include uppercase and lowercase letters • Include at least one number • Include at least one special character Still Having Issues? Contact our support team with your registered email address for manual assistance.
Security
If your account is locked due to security measures: Automatic Unlock: • Accounts are automatically unlocked after 15 minutes • This is a security feature to protect your account Why Accounts Get Locked: • 5 consecutive failed login attempts • Suspicious login activity detected • Protection against unauthorized access attempts What to Do: 1. Wait 15 minutes before trying again 2. Ensure you're using the correct credentials 3. Use the "Forgot Password" feature if you're unsure Prevent Future Lockouts: • Save your password in a secure password manager • Double-check your email address and password • Contact support if you suspect unauthorized access
Email Issues
If you're not receiving password reset emails: Check Your Email Settings: • Look in spam, junk, or promotions folders • Add info@strideFinancial.com to your safe senders list • Check if your email provider has a quarantine folder Email Delivery Issues: • Corporate email systems may block external emails • Gmail users: check the "Promotions" tab • Outlook users: check "Junk Email" folder Verify Email Address: • Ensure you're using the email address associated with your account • Try using a different email address if you have multiple accounts • Contact support to verify which email is on file Alternative Solutions: • Try using a personal email address instead of work email • Contact support for manual password reset • Use a different browser or device Timeline: Reset emails typically arrive within 2-5 minutes. If it's been longer, try requesting a new link.
Technical
For the best experience, use a supported browser: Recommended Browsers: • Chrome (latest version) • Firefox (latest version) • Safari (latest version) • Microsoft Edge (latest version) Clear Browser Data: 1. Clear cache and cookies for our site 2. Disable browser extensions temporarily 3. Try incognito/private browsing mode JavaScript Required: • Our portal requires JavaScript to be enabled • Check your browser's JavaScript settings • Some corporate networks disable JavaScript Mobile Browsers: • Use the latest version of your mobile browser • Safari on iOS and Chrome on Android work best • Avoid using built-in app browsers when possible Troubleshooting Steps: 1. Update your browser to the latest version 2. Clear browser cache and cookies 3. Disable extensions and try again 4. Try a different browser 5. Contact IT support if using a corporate network
Access Issues
If you can log in but cannot access your dashboard: Check Your Account Status: • Your account may be pending activation • Some features require admin approval • New accounts may have limited access initially Permission Issues: • Contact your admin for access approval • Some sections require specific permissions • Account sharing may affect available features Browser-Related Issues: • Try refreshing the page (Ctrl+F5 or Cmd+Shift+R) • Clear browser cache and cookies • Try a different browser or incognito mode Session Timeout: • Sessions expire after 30 minutes of inactivity • Log out and log back in to refresh your session • Ensure you're not logged in on multiple devices Network Issues: • Check your internet connection • Corporate firewalls may block certain features • Try accessing from a different network If the issue persists, contact support with your account details and a description of what you're trying to access.
Technical
If pages are loading slowly or not loading: Check Your Internet Connection: • Test your connection speed at speedtest.net • Try accessing other websites to compare • Consider switching to a faster connection Browser Optimization: • Close unnecessary browser tabs • Clear browser cache and cookies • Disable or remove unused browser extensions • Update your browser to the latest version Device Performance: • Close other applications to free up memory • Restart your browser or device • Check available storage space Network Issues: • Corporate networks may have bandwidth limitations • VPN connections can slow down loading times • Try accessing during off-peak hours Our System Status: • Check if others in your office are experiencing issues • Scheduled maintenance occurs Sunday nights 11 PM - 2 AM EST • Contact support to report widespread issues Immediate Solutions: • Try refreshing the page • Use incognito/private browsing mode • Try a different browser or device
Security
If you suspect unauthorized access or security issues: Immediate Actions: • Change your password immediately • Log out of all devices and sessions • Review recent account activity • Contact our security team immediately Signs of Unauthorized Access: • Login notifications from unknown locations • Changes you didn't make to your account • Unfamiliar email addresses in notifications • Sessions you don't recognize Protective Measures: • Use a strong, unique password • Enable two-factor authentication if available • Never share your login credentials • Always log out when using shared computers Phishing Protection: • We will never ask for passwords via email • Always type our URL directly in your browser • Look for the secure lock icon in your browser • Be cautious of suspicious emails claiming to be from us