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I can't log in

If you are having trouble logging into Live, work through the steps below. Most login issues can be resolved quickly without needing to contact support.

Step 1: Check Your Username

  • Check there are no typos — a single incorrect character will prevent login.
  • Make sure you are not using a previous email address if yours has changed.
If you have previously logged in successfully and your email address has not changed, your username is the same email address you have always used.

Step 2: Reset Your Password

If your username is correct but the password is not working:

  1. On the login page, click Forgot password?
  2. Enter your email address and submit.
  3. Check your inbox (including junk/spam) for a password reset email from Invisible Systems.
  4. Follow the link in the email to set a new password.
Password reset emails are usually received within a few minutes. If you do not receive one, check your spam folder and make sure you entered the correct email address.

Step 3: Check You Have Access to the Right System

Live is organised into systems — each system represents a site or group of devices. If you can log in but cannot see a particular site or system:

  • Your account may not have been given access to that system.
  • Contact your company's Live administrator — they can grant access to the relevant systems.
  • If you do not know who your administrator is, contact support and we can help identify the right person.

Step 4: Try a Different Browser or Device

Browser settings, extensions, or cached data can occasionally interfere with the login process. Try:

  • Opening a private / incognito browser window and logging in from there.
  • Trying a different browser (Chrome, Firefox, Edge, Safari).
  • Trying from a different device, such as a phone or a different computer.

If you can log in from a different browser or device but not your usual one, the issue may be related to a browser extension, cached data, or a firewall setting on your device or network.

Step 5: Check With Your IT Team

If you can log in from a personal device or network but not from your work computer or network, your organisation's IT systems may be blocking access. Ask your IT team to check whether access to Live is being blocked or restricted on your network.

Still Can't Log In?

If none of the above resolves the issue, contact support with the following information:

  • The email address you are trying to log in with.
  • The browser and device you are using.
  • A screenshot of any error message shown on screen.
  • Whether you can log in from a different browser or device.