---
title: "TRIPS Web - Navigating Login Hurdles"
description: "Overview"
canonical_url: "https://support.caremaster.com.au/articles/trips-web-navigating-login-hurdles-nMZF1E1OiL"
md_url: "https://support.caremaster.com.au/articles/trips-web-navigating-login-hurdles-nMZF1E1OiL.md"
---
# Overview
This concise guide is crafted to streamline our approach when assisting you with login issues. Navigating through reported problems efficiently is key to maintaining a positive experience.
# Steps to troubleshoot Login Issues
## Error Message-
If you are receiving an error message, follow the steps below:
**Step 1 -** Ensure the URL you are using is correct and that you are not mistakenly attempting to access the UAT environment.
Production URL:
UAT environment:
Please follow the next step if this has not resolved the issue.
**Step 2 -** Clear your browsers cookies & Cache. Clearing your internet browsers can rectify several errors within the application. Right click on the background within the web browser. *“Click on Inspect”* > Click on *“Application”* at the top menu, if not visible you will have to press the *“+”* icon if using Microsoft Edge or *“>>”* if using Google Chrome. Once within Application, under the *“Storage”* heading on the left hand side, open up *“cookies”* by pressing the drop down icon beside it. Right click on the TRIPS session and select Clear. Right click on *“Cache Storage”* and select *“Refresh Caches”*. Press *“Ctrl” “Shift” “R”* in unison on your keyboard, or press the refresh button on your browser itself to refresh the browser.
 
If the above Web Browser clearing of cookies and cache troubleshooting instructions have not rectified your log in issue, please follow the below Organisational PIN troubleshooting instructions.
## Incorrect Login Details:
## Organisational PIN-
Confirm with your Organisation that you are using the correct Organisational PIN. This is a four digit code assigned to your Organisation during the onboarding process.
## Username-
**Step 1 -** Ensure that the email address you are using for your Username is correct.
**PLEASE NOTE:** A Manager or System Admin may be required to conduct this check due to access restrictions.
**Step 1 -** Click on your User name in the top right hand corner. Select “Organisational Settings” from the drop down menu.
**Step 2 -** Within Organisational settings click on the “Manage Team Members” hyperlink within the Team Members tab.
**Step 3 -** Locate the Driver by using the search field, or simply scroll down the list. Confirm the email address, it will be visible beside the User name.
  
**PLEASE NOTE:**
* If the User is new to your Organisation and not visible within the *“Manage Team Members”* list they may not have actioned their set up on receipt of the access invite email. Click on the *“Add Members”* button, Locate their email address within the *“Pending Invites”* list and click on the *“Resend”* button.
* If the User does not appear in the *“Add Member>Pending Invites”* list, Enter their email address into the “Email address” field, select their role, eg. Staff, Manager or Admin and Click on the *“Send Invite”* button. The new User will then be able to follow the prompts via email to finish setting up their account.
If the above Username troubleshooting instructions have not rectified your login issue, please follow the troubleshooting instructions below.
## Username/Email correct within Manage Team Members
If the Username and Email address within the “Organisational Settings>Manage Team Members” list matched the Username and Password you have been attempting to login with, follow the below steps to reset your password.
**Step 1 -** From the login screen click on “Forgot your Password” to reset your password. Follow the prompts to complete the reset password process.
If you are still experiencing login issues, please contact our Customer Care Team.
[TRIPS Web how to contact Support](https://support.caremaster.com.au/en-us/articles/trips-web-how-to-contact-support-7KtVsxRTy2)