Q: I can't login: Password Issues

Answer

BILH/BIDMC employees/users with a BILH/BIDMC ITS account:

  • Double-check your username and password:  Be sure to use your username, such as "jsmith", and not your email address. The password is your regular work password, the same one you use to log into email or computers. Carefully re-enter your username and password and try again.
  • Refresh the browser cache: When you are on the login page, try clearing the browser cache by holding down the Shift key on your keyboard, and pressing the page refresh button on your browser.  Then try to log in again.  If problems persist, please also try a different web browser, or a different computer.
  • Log in somewhere else: Verify that your username and password are working in other secure areas of BIDMC like your Outlook webmail account 
  • Check with ITS: Sometimes there is an issue with the login servers, which are used by REDCap to authenticate users, but are maintained by ITS. Often, ITS Support can see a lock on your account and clear it. For that, you need to open a ticket with ITS at (617) 754-8080. (Unfortunately, the REDCap system administrators do not have the access needed to assist here.)

The REDCap Support Team does not have the ability to reset passwords for BIDMC/BILH employees. For a password reset, you must contact the ITS Support Desk at (617) 754 - 8080, which will then change your password for all BILH/BIDMC systems (email, computer logins, etc.) as well as REDCap.

Non-BILH/BIDMC external users who have a REDCap-only account:

  • Double-check your username and password: Be sure you are using your correct username (your email address) and current password. Your username and a temporary password were emailed to you at the time of account creation. At first login, you were prompted to change this password. 
  • Use the REDCap Password Recovery: To the right of the "Log In" button, there is a "Forgot your password?" link.  Click that to be taken to the REDCap Password Recovery.  Enter your username (your email address) and click the blue "Send password reset email"
  • Expired/Suspended Errors: If your account has expired (happens automatically 1 year after creation) or suspended (due to inactivity), then the REDCap Support Team can re-enable your account only if confirmed by the study team for your project.  Contact the BILH/BIDMC study team for your project first.
  • Email the REDCap Support Team for help: If none of the above tips are working, email edata@bidmc.harvard.edu and we can help.
See also: Accounts