Use this article if you are trying to log in to AWARD® using details you believe are correct, but you see a message saying your username and/or Password is incorrect.
If you have forgotten your details and are having problems trying to reset your password or retrieve your username, see: Password or username recovery not working
Issue:
You are trying to access AWARD® but you keep getting the message stating your user name and or password are incorrect / not recognised."
Checks to make
There are a few easy checks we can help you with:
1. Password basics
Before retrying, check:
- Caps Lock is not turned on
- You are typing the password (not copying and pasting)
- Your browser is not auto-filling an old password
- A stored password is not linked to another AWARD® account
2. Username format
- Usernames can be Case‑Sensitive. Enter your username exactly as it was set up for your AWARD® account.
3. Check you are using the correct AWARD® URL (link)
Each AWARD® account is tied to a specific authority or programme. Your login or recovery details will only work on the correct AWARD® URL.
AWARD® URLs look like: https://award.commercedecisions.com/authorityname/web/login
4. Multiple AWARD® accounts
If you have access to more than one AWARD® account, make sure you are trying to access the correct account.
- Are you in the correct AWARD account? Log-in details are account‑specific
- Details linked to one authority or programme will not work for another
Even if the username looks familiar, it must belong to the same account as the URL you are using.
Still unable to log-in?
If the checks above do not resolve the issue:
- Contact your AWARD® administrator, or
- Raise a helpdesk ticket with the AWARD® support team