Listed below are issues you may encounter when signing up or signing in to your account. If you don't find the problem you are looking for, and you are a member of an organization, send your issue to your administrator and request that they contact Esri Support. If you have a public account, you can access these self-service resources: Esri Community and ArcGIS Blog. You can also contact Customer Service.
Update account
Sign in
- My ArcGIS account doesn't work on My Esri or Esri Community.
- When I try to sign in to the website, I get an error and I'm unable to sign in to ArcGIS Online.
- I have registered my account with ArcGIS Online and verified the spelling of my username and password, but I still can't sign in to the ArcGIS Online website.
Password
Username
Multifactor authentication
- I am having trouble setting up multifactor authentication on my account.
- I can't sign in to my organization with multifactor authentication even though I successfully set it up in my profile.
- I can no longer enable or disable multifactor authentication from My settings.
- I am not seeing an option to register a security key for multifactor authentication.
- What do I do if my security key or device is lost or stolen?
Update account
Sign in
Ensure that you sign in with the same password casing you used when you created your account. Your password is case sensitive. In addition, your password cannot be the same as your username. These rules are for added security to help protect your items stored in ArcGIS Online. If you continue to get the error, reset your password. (Esri cannot retrieve your password, so you will need to create a new one.)
Note:
Weak passwords won't be accepted. A password is considered weak if it's a commonly used password such as password1 or includes repetitive or sequential characters—for example, aaaabbbb or 1234abcd.
If you are trying to sign in to an organization, you may not be authorized to access the site. For example, if the organization does not allow anonymous access, only members who have joined an organization can sign in.
I have registered my account with ArcGIS Online and verified the spelling of my username and password, but I still can't sign in to the ArcGIS Online website.
If you have gone through all the troubleshooting steps listed on this page and you still can't sign in, contact Customer Service. In your email, explain the steps you've taken to register or sign in, and include screen captures if possible.
Password
Esri can't retrieve and send you an existing password because your password is encrypted for added security. If you forget your ArcGIS password, you can create a new one from the website.
If you sign in to your organization with an organization-specific login (SAML or OpenID Connect), contact your identity provider for information on how to reset your password.
If you sign in to ArcGIS with an account you created using social network credentials, contact your social network provider for information on how to reset your password.
Weak passwords won't be accepted. A password is considered weak if it's a commonly used password such as password1 or includes repetitive or sequential characters—for example, aaaabbbb or 1234abcd.
To learn about the minimum username and password strength requirements for ArcGIS logins, see FAQ.
Username
If you forget your username or find that it doesn't work, you can send a request for an email that lists all the usernames associated with your email address.
Note:
For ArcGIS accounts you created using social logins, the username returned in the email is the one ArcGIS assigned to that account. If you need to verify the username you use to sign in directly to your social network account, contact your social network provider.
Multifactor authentication
Verify the following requirements:
- Your organization is configured for multifactor authentication.
- You have an ArcGIS account. SAML logins, OpenID Connect logins, and public accounts cannot be enabled for multifactor authentication.
- You have installed a supported authentication app on your mobile device. ArcGIS Online supports authentication apps that are based on a Time-based One-Time Password (TOTP) algorithm, such as Google Authenticator for Android and iOS. You can search for TOTP authentication apps in the app store of your choice.
I can't sign in to my organization with multifactor authentication even though I successfully set it up in my profile.
Check that your profile still shows that your account is enabled for multifactor authentication. If the administrator disabled multifactor authentication for the organization, your account will lose multifactor authentication (your profile will show it as disabled). If your organization is enabled for multifactor authentication and you still can't sign in, ask your administrator to disable multifactor authentication on your account so you can sign in with only your username and password.
You can also send your request through the Multifactor Authentication page when signing in. From the website, click the Sign In link at the top of the site and sign in with your username and password. Then, on the Multifactor Authentication page, click Having trouble signing in with your code? at the bottom of the window. You will be prompted to answer your security question. One of the designated administrators will receive an email notification that you've requested that they disable multifactor authentication on your account. After an administrator disables multifactor authentication, you can sign in with your username and password. Once you have successfully signed in, you should reenable multifactor authentication.
If you continue to have trouble with the codes, visit the support resources of your authentication app.
When your organization enforces multifactor authentication, you will no longer be able to enable or disable multifactor authentication unless you are on the exemption list.
A member can only register security keys if multifactor authentication is enabled for the organization and the member has configured multifactor authentication through their settings page. Multifactor authentication and security key registration are not supported for public accounts.
- If you lose the security key or device that you used for second-step verification, you can use a second key or device that you had registered. After signing in, make sure you delete the lost security key.
- If you had not registered a second key, you can sign in by entering the six-digit code from the authenticator app configured on your device.
- If you don't have access to the authenticator app and you have previously generated and saved recovery codes, you can use a recovery code for second-step verification when signing in.
- If you don't have access to a recovery code, you can send a request to your organization administrator to disable multifactor authentication. Once you buy a new key, you can re-enable multifactor authentication and register your new key.