> ## Documentation Index
> Fetch the complete documentation index at: https://support.pexcard.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Cardholder User Login

> Resolve common issues signing in to your PEX cardholder account, including wrong URLs, forgotten usernames or passwords, and cached credentials.

*If you have completed neither your first time login nor have a PEX Cardholder user account, please see "*[*How to Create a New Cardholder User Account*](/cardholder-guide/how-to-create-a-new-cardholder-user-account)*" to proceed.*

**Common Login Problems**

If you are a cardholder with an existing user account (you have previously registered your card online and created a username and password), and you cannot log into [https://dashboard.pexcard.com](https://dashboard.pexcard.com/) or the PEX mobile app, please try the following:

<Steps>
  <Step title="Check the URL in Your Browser Window">
    * It should read [https://dashboard.pexcard.com](https://dashboard.pexcard.com/)
  </Step>

  <Step title="Manually Type in the Username and Password">
    * Copying and pasting either the username or password may result in an error message
  </Step>

  <Step title="Check Your Username">
    * If you have forgotten your username, you can have a reminder emailed to the address on file for your account or may contact your business administrator to provide it to you.
    * Click on "[Forgot your username](/cardholder-guide/how-to-change-my-cardholder-username) "
      * You must know both the email address associated with your user account and the year of birth registered on the account
    * If you do not know either the email address or the year of birth registered on the account, please contact your business administrator
  </Step>

  <Step title="Check Your Password">
    * If you have forgotten your password, you can reset it by clicking "[Forgot your password](/administrator-guide/how-to-reset-your-password)" or ask your administrator to reset it for you.
    * You must know the username for your account
  </Step>

  <Step title="Clear Your Device's Cache">
    * Clearing your devices cache may resolve the error on your device
  </Step>

  <Step title="Use Google Chrome">
    * Using other browsers (Mozilla, Firefox, Safari, Edge) may eventually trigger error messages that are avoidable by using a Chrome browser
  </Step>

  <Step title="You are not receiving the security access code">
    * This is often caused by a filtering security setting imposed by the business IT Department. Please contact your IT Department to whitelist the PEX domain.
    * If you are not receiving the code through the phone app, proceed to retrieve the code through the desktop dashboard. If successful, proceed to login through the app.
    * Check the email's Trash/Junk/Spam/Other box
    * Have an administrator change the email on file to a non-business email, such as an email address ending in yahoo, gmail, edu, etc. If the emails are successful in being received by a generic (non-work) email address, speak with your IT Department as soon as possible to *whitelist the PEX domain*, which would allow all PEX emails to be received to your company email addresses.
    * Add PEX Card to your trusted incoming emails address book:\
      Reset passwords come from - [noreply@pexcard.com](mailto:noreply@pexcard.com)\
      Security access codes from - [adminsupport@pexcard.com](mailto:adminsupport@pexcard.com)
  </Step>

  <Step title="Contact your Business Administrator">
    * If you are using the correct username and password for your account, but you still cannot log in, then your administrator may have locked your user account.
  </Step>
</Steps>

For further login assistance or a password reset, contact your administrator or Administrator Support at **1-866-685-0898**.