If you cannot log in to Access Capture, use this article to find your situation and follow the correct steps.
Find your error message
If you see an error message on screen, find it below and follow the link to the relevant article:
Login failed. The login is from an untrusted domain and cannot be used with Windows authentication — see the Error - Login failed from untrusted domain article for IT-level troubleshooting steps and what to include in a support case.
Invalid User Account Details entered — often caused by two-factor authentication on an Access Evo account. See the Error: Invalid User Account Details entered article for steps.
Unable to access Capture from Access Evo — caused by a browser token issue with two-factor authentication. See the Unable to access Capture from Access Evo article for steps.
No error message — cannot log in
If Access Capture is not logging you in and no error message appears, clear the cookies and cache in your browser. This resolves most cases where the login page loops or fails silently. See the Unable to log in article for steps.
Password reset email not received
If you have requested a password reset but the email has not arrived, the username entered may be incorrect, or emails from Readsoft may be blocked by your organisation's email filter. See the User unable to log in and password reset email not received article for steps.
Account appears to have been disabled or deactivated
If your account was previously working and you can no longer log in with no change to your credentials, the account may have been disabled. This can happen when:
An administrator has deactivated your user account in Access Capture
The account has been suspended by the platform provider (Readsoft Online / Tungsten Automation) due to a licensing, billing, or configuration issue
A system migration or update has affected account status
First, ask your Access Capture administrator to check your account status under Account > User Management > Users. If the account status appears correct but you still cannot log in, contact the Access Capture support team.
What to include when raising a support case
If none of the above applies or the steps do not resolve the issue, raise a support case and include the following:
Your Access Capture username (usually an email address)
The browser and version you are using (e.g. Chrome 124, Edge 122)
Whether the issue affects your account only or multiple users
The exact error message displayed — copy the full text if possible
Whether you have been able to log in before, and when access was last possible
Any recent changes to your account, password, or network setup