Troubleshooting
Trouble signing in
First sign-in, forgotten passwords, single sign-on, verification codes, and the messages you might see on the way in.
Sign-in problems often have a quick fix. Find the message or situation below. If none fits, use Trouble signing in? Contact your admin. on the sign-in page: your organization's admin can see your account and HumanRisk Shield support can't reset it for you.
Signing in for the first time
Your admin adds you to HRS Learn, and you get an email titled Welcome to HumanRisk Shield with a temporary password and a Sign in button.
- Select Sign in and use your work email and the temporary password.
- You'll be asked to replace the temporary password with your own. It must be at least 12 characters.
- Select Set password and continue.
If your organization uses single sign-on, you may not need a password at all. See below.
Signing in with Microsoft, Google or your company's sign-in
- If you see Sign in with Microsoft or Sign in with Google, use the one your work account belongs to. This works for accounts your admin has already added.
- If the page says your organization uses single sign-on, select Continue with your organization's single sign-on. Password sign-in is turned off for your account, so a password reset won't help.
Forgot your password
- On the sign-in page, select Forgot your password?
- Enter your work email and select Send reset link.
- Open the email titled Reset your HumanRisk Shield password and follow the link within an hour. After that it expires.
- Set a new password of at least 12 characters and select Update password.
The page always says a link has been sent, whether or not the address has an account. If nothing arrives, check junk mail, then ask your admin to confirm the address on your account. You can request up to five links an hour.
Verification codes (multi-factor sign-in)
Your organization may require a code from an authenticator app as well as your password.
- Setting it up: if you see a banner saying multi-factor authentication is required, select Set up MFA now. You can also do it from your profile with Set up MFA. Save the 8 recovery codes you are shown somewhere safe.
- Signing in: enter the 6-digit code from your authenticator app and select Verify and continue.
- Lost your phone? Select Use a recovery code instead. If you have no codes left, ask your admin to reset your verification method.
Messages you might see
| Message | What it means |
|---|---|
| Invalid email or password. | One of them doesn't match. Check for a typo, or reset your password. |
| Too many attempts. Try again in 15 minutes. | Sign-in is paused after repeated failures. Wait, then try again or reset your password. |
| Too many sign-in attempts from your network | Many people on the same network have failed recently. Wait a few minutes. |
| Your session expired due to inactivity | You were signed out after 2 hours without activity. Sign in again; your training progress is saved. |
| You've been signed out by an administrator. | An admin ended your session. Sign in again, or ask them why. |
| Link expired | The password reset link is more than an hour old. Request a new one. |
If your account has been deactivated, only your admin can turn it back on.
Changing your name or email
Your name, email and department come from your organization, so they are read-only on your profile. Ask your admin to change them.