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Account troubleshoot

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: GeoNet and ArcGIS Blog. You can also contact Customer Service.

Update account

Sign in

Password

User name

Multifactor authentication

I received an email indicating I'd updated my account.

You receive an email notification when you modify one or more of the following: your name, password, security question, or who can see your profile.

My ArcGIS account doesn't work on My Esri or GeoNet.

Your administrator needs to enable Esri Access on your account.

When I try to sign in to the website, I get an error and I'm unable to sign in to ArcGIS Online.

Did 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 user name. These rules are for added security to help protect your items stored in ArcGIS Online. If you continue to get the error, you should 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.

Are you 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 user name 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.

I forgot my 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 enterprise login, contact your enterprise 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.

What is a weak password in ArcGIS Online?

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.

I forgot my user name or my user name doesn't work.

If you forget your user name or find that it doesn't work, you can send a request for an email that lists all the user names associated with your email address.

Note:

For ArcGIS accounts you created using social logins, the user name returned in the email is the one ArcGIS assigned to that account. If you need to verify the user name you use to log in directly to your social network account, contact your social network provider.

I am having trouble setting up multifactor authentication on my account.

Verify the following requirements:

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 just your user name and password. You can also send your request through the Having trouble signing in? page. Access the page directly from https://www.arcgis.com/home/troubleshoot.html or, from the website, click the Sign In link at the top of the site and click the Forgot username or password? link. One of the designated administrators will receive an email notification that you've requested they disable multifactor authentication on your account. 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.