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Troubleshooting

I can't log into my user account

User role
Content Editor Content Administrator Blog Editor
Task
Backend
Topic
User roles and permissions
Product
Sector Starter kit

If you are having issues logging in to your user account, try these troubleshooting solutions.

In this guide

I've forgotten my password

If you’ve forgotten your password, or your login details don’t seem to work, you can reset your password by going to <your.domain>/user and selecting 'Reset your password'.


Screenshot of reset password screen

Screenshot - reset password screen


This form sends a one-time login link to the email address registered on your user account - this allows you to log in and update your password.

I haven’t received a password reset email

If you’ve requested a password reset but haven’t received a password reset email, first check your spam or junk folder.

If you still can’t locate the password reset email, contact your website administrator. Your web server might not send emails, your network might not allow the email through, or your user account may have been blocked

Why don't I receive password reset emails? 

See our help article When you - or your users - don't receive emails

Your user account might be blocked 

In the case where your account is blocked, it will need to be unblocked by an administrator, and then you can try resetting your password again. There are a few reasons why a user account might be blocked: 

Expired passwords

Your password might have expired. Sector's default password policy sets your passwords to expire after 90 days. Once your user account has been unblocked, you still need to update your password - and to do this you need to remember your current one!

Failed login attempts

You may have attempted (and failed) to log in too many times. To prevent brute force attacks on user accounts, Drupal blocks users that have more than 5 failed login attempts within six hours. It also blocks IP addresses that have more than 50 failed login attempts within one hour. This is commonly referred to as Drupal flood. 

What to do with Drupal flood? 

The amount of failed logins is recorded in the database - it can't be reset via the AdminUI. The user can either wait before trying to login again (6 hours) or a developer needs to clear the flood table in the database following the advice on Drupal.org .

Due to inactivity

Your account might have been blocked manually because you have not logged in for a long period of time.

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