Unable to reset password or retrieve username (not recognised)

You are trying to access AWARD® but have forgotten your details.

When you try to retrieve your user credentials you keep getting the message: username and or password are incorrect /  not recognised.

There are a few easy checks we can help you with:

Password - Basic checks: is the caps lock on? Have you cut and pasted the password? (we recommend typing it in). Are you using a password stored in your browser (this may be an old password or a password for another AWARD account).

Username - Usernames are case sEnsiTIve.  NB: A user name will not contain an @ symbol

URL - If you are certain you are using the correct username and password, please check you are in the correct AWARD URL.

AWARD URLs are unique to an Authority / AWARD programme!  

AWARD URLs look something like this :  https://award.commercedecisions.com/authorityname/web/login

A quick way of checking you are in the correct URL is to request a Username reminder.  If you request the reminder but do not receive an email (or see a warning), your browser may be pointing to the wrong AWARD URL.

If you have access to more than one AWARD account please check the details you are using, it is not possible to access one AWARD account using the details for another AWARD account. 

If you have checked the above but are still having issues accessing your account, please contact your AWARD administrator or raise a helpdesk ticket with the AWARD support team.


Hannah is the author of this solution article.

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