Login, Accounts, and Password Troubleshooting

Account Expiration

I tried to log in and it says, “Your access to UserVue has expired.” What should I do?

Your UserVue access time has run out. To continue using UserVue, you must purchase a UserVue pass.

Click the Buy a Month Pass button to purchase an access pass through the TechSmith online store. For more information, see Purchasing UserVue Passes.

 

I set up a session on the Web site and I received the following message: This session is scheduled to start after your time has elapsed. You may purchase more time by using the “Buy more time” link.

The session is scheduled to start after the account expiration date. You may still set up sessions that are beyond the amount of access time you have available on your account. However, you may not run this session at the scheduled time unless you purchase a UserVue pass.

To extend the length of your account access, click the Buy more time link on the UserVue Web site. See Purchasing UserVue Passes.

 

Can I view the list of upcoming sessions if my account access time has expired?

You cannot view your upcoming sessions if your access time has expired. To view or run sessions, you must purchase a UserVue pass.

Click the Buy a Month Pass button to purchase an access pass through the TechSmith online store. For more information, see Purchasing UserVue Passes.

 

I purchased a UserVue pass from the online store. However, it says, “Your access to UserVue has expired.”

When purchasing UserVue passes, you must enter the same account email address used when registering for an account with UserVue in order for the UserVue pass time to be applied to the correct account.

Please contact our Sales department to resolve this issue: sales@techsmith.com or by phone at +1.517.381.5901, Toll Free: 888.750.0685 (U.S. and Canada only).

Incorrect Password or Email Address

The following message appears when trying to log in: “The email address and password entered is incorrect. Please try again or register for a new account.”

If you are experiencing problems logging in, verify:

You have a registered UserVue account.

You have entered your email address and password correctly.

Session cookies are enabled on your internet browser.

To enable session cookies:

In Internet Explorer, choose Tools > Internet Options > Privacy > Advanced > enable the Always allow session cookies option.

In Firefox, choose Tools > Options > Privacy > Cookies > enable Allow sites to set Cookies option.

If you are still experiencing problems, you may not be using the correct password. See Logging In for more information on how to reset your password.

I Forgot My Password

See Logging In.

 

Login Expired

I received the following message on the UserVue Web site: “Login has expired. Please log in again.”

UserVue automatically logs out an account that has been inactive for 20 minutes or more. Try logging in again to return to UserVue.