How to Resolve Login and General App Issues?

Tip # 1 - Password Requirements | Safeguards

Must contain between 8 and 24 characters
Must contains at least one uppercase letter (A-Z)
Must contain at least one lowercase letter (a-z)
Must contain at least one number (0-9)
Must contain at least one special character (i.e. #,$,&,*@,^?,!)
Password cannot be the same as previous password
Common password patterns, such as sequential numbers or repeated characters shall not be permitted

User Inactivity

Passwords expire every 100 days. Users will be prompted to reset their password via an automated email 7 days prior to their passwords expiring. They will continue to be prompted until the user resets or the password expires.

If the user’s password expires, they must click on Forgot Password to reset their password.

Account Lock Status

If there are 7 or more failed attempts: The user is locked out for 1 hour
Users will be disabled if they change their password 10 or more times within the last 24 hours and will be locked out for 24 hours

Tip # 2 - How to change your password

Change your password (Mobile)

Change your password (Desktop)

Tip # 3 - Check your username

You should have received an email from support@claimocity.com with your username.
Most usernames follow this format: First Initial + Last Name (Example: jsmith)
Usernames are case-sensitive and must be entered in all lowercase.

Check to ensure you are not inadvertently adding any spaces before or after your username

Tip # 4 - Refresh the Page (Desktop Version)

Press Ctrl + F5 to refresh the page. This ensures that any recent updates are properly processed.

Tip # 5 - Clear your browsing history

Here's how you can clear your browsing history on your device depending on which browser you use:

Tip # 6 - In many cases, uninstalling and reinstalling the current mobile version from your app store will resolve the issue

Claimocity Mobile App for IOS

Claimocity Mobile App for Android

Tip # 7 - Try a different device

If you are unable to log in via the web browser, try the mobile app on your phone.
You can download this app from your phone's app store by searching for Claimocity.

Are you attempting to login from a new device or location?

If you are able to login on one device, but not another this indicates there is not an issue with your access.

We have seen an error occur in facilities that have a block or firewall. For this you would need to reach out to the facility IT department to request they whitelist the web address https://mobile.claimocity.io

If this option is currently unavailable to you, you can try using an Incognito Tab.

How to open an Incognito Tab

How to Resolve Login and General App Issues?

Having trouble? Please review the below helpful tips.