Message: The e-mail address or password you entered was incorrect.


Reference Number: KB-01098
Last Modified: December 13, 2018

The information in this article applies to:

Chief Architect Premier or Chief Architect Interiors

Home Designer Professional or Home Designer Architectural or Home Designer Suite or Home Designer Interiors or Home Designer Essentials



QUESTION

When I try to sign in to my online account, either using the website or from within the software, I receive the following warning message:

"The e-mail address or password you entered was incorrect. Passwords are case-sensitive."

What am I doing wrong?


ANSWER

As the text of this message implies, either the e-mail address, or password that you have entered is incorrect.


To resolve

  1. Navigate to https://www.chiefarchitect.com/ and click on the My Account option in the top right corner to access the Sign In page. Double check the e-mail address and password that you have on file and try to sign in once again.


  2. If your web browser is automatically "remembering" your password, or already has this field filled in with bullets, do not assume that it's the correct password. Instead, manually type in the e-mail address and password.


  3. Passwords are case-sensitive. This means that if your password has lowercase or UPPERCASE letters, they must be entered in the appropriate case to be able to sign in successfully.

    If you have a password made up of lowercase letters, check to ensure that you have not accidentally enabled the Caps Lock functionality on your keyboard. If so, press the key to turn it off, and reenter your password.


  4. If you don't recall your password or are still unable to sign in, click on the Forgot My Password link.

    • The Account Recovery page mentions the following: "To reset your password, enter the e-mail address associated with your Chief Architect account."

    • Enter in your e-mail address, then click Submit.

      If an account exists for this e-mail address, an e-mail with instructions on resetting your password will be sent.

    • Check your e-mail for the message titled "Chief Architect Password Reset." 

      This e-mail will be sent from CustomerService@chiefarchitect.com.

      If you don't receive this message, please remember to check your Junk or Bulk mail folders as it may have been filtered into one of these locations. Adding CustomerService@chiefarchitect.com to your Address Book typically will ensure that future e-mails from this address will be properly delivered to your Inbox.

    • Once you have received this Password Reset e-mail, click the Reset My Password button contained in the e-mail.

    • You will then be directed to a Password Reset webpage where you can specify a new password of your choosing and Sign In.


  5. If you continue to have trouble accessing your account, please contact us for further assistance.