If you are having trouble logging in to NewZapp, this is most commonly caused by one of two issues: an incorrect username or password, or a duplicate active session on the same credentials. The sections below explain how to identify and resolve each issue.
1) You may be using an incorrect username and/or password.
If you are seeing this message on the login screen:
Invalid username or password. Please check fields and try again. Remember passwords are case sensitive.
- Has an incorrect username (this is your email address) and/or password been typed in?
- Are you using the correct case sensitive characters?
- Has an incorrect username and/or password been cached by your browser?
First thing to try is closing your browser window and trying again in a new one. Go to the NewZapp login page https://my.newzapp.co.uk/ type both username and password afresh.
If your browser is auto-filling the password field, make sure it is entering the correct password. Most modern browsers, including Google Chrome, save passwords and may prompt you to update the saved password when it changes.
2) Someone may already be logged in with your username and password.
If you are seeing this message on the login screen:
Login failed. We’re sorry but the system has detected that you are currently logged in on this unique username and password.
- Does someone else have your unique username and password and are they already logged in? To resolve this, ask the other person to log out of their session, or wait for the session to expire automatically. If you believe your credentials have been shared without your knowledge, contact your account administrator to reset your password.
- Have you recently closed the browser without using the NewZapp Logout button, rather than signing out correctly?
What is the recommended sign-in method for NewZapp?
The recommended and most secure method for accessing NewZapp is to sign in with your Microsoft account.
Microsft will then handle your access and if you end up changing your Microsoft password you won't need to worry about changing anything in NewZapp as Microsoft will still log you in.
Additionally, when logged in through your Microsoft account, you can have multiple NewZapp tabs open at once. We don't allow this with Username and Password.