There are a few reasons why you might not be able to log in to Key2Key, and each one has a slightly different solution. We’ll tackle each reason, and the likely solution, below:
1 - Your account is suspended:
Depending on the brand that you work for, your account will be set to auto-suspend after a period of inactivity (typically 60 days). Symptoms that this has happened to you include.
1. A warning label when you try to log in to the system.
2. You can’t use the Forgot Password link on the front page.
2 - Your account is locked:
If you enter an incorrect password five times, the system will automatically lock your account for sixty minutes. If this has happened to you then your login screen will display a notification displaying something similar to this:
For security purposes, your user account is locked for 60 minutes after 5 unsuccessful login attempts.
Once your time-bar of sixty minutes has expired your account will unlock and you will be able to access the system again. At this point it may be advisable to use the password reset option on the front page.
3 - You are entering the wrong credentials:
If a dealership is bought out by another group or email addresses change and are updated, it may be the case that the email you are using as your system username does not match what we have on record. If this is the case you will usually be able to tell because your account will not successfully log in, and you may become auto-locked or time-barred (see option 2).
4 - You need to clear your browser cache:
Your web-browser automatically stores small pieces of information from each site you visit, which you'll probably know as cookies. However, when a site is updated regularly (such as Key2Key) then the outdated cookies your browser stores will conflict with the new version of the system. Symptoms this is what’s happening to you include:
1. You click login and a grey/white screen appears with nothing seeming to happen.
2. You can log in, but the system moves very slowly and takes a long time to load.
This can be easily fixed with a simple, three-minute process. You can find details on this, and a step-by-step guide here.