CC TIPS
Monthly suggestions and recommendations to help make your Crimson Circle experience smoother and easier!
Stuck in the Login loop?
How to fix the “Authentication Failed” message.
It can be frustrating. You’re excited to log in, ready to watch a Cloud Class or explore the Store, and suddenly the screen says: “Authentication Failed.”
Take a deep breath; this usually has a very simple solution. In fact, almost every time this happens, the cause is not the system, but the password that your browser (Safari, Chrome, Firefox, or Edge) has saved.
Browsers are very good at remembering passwords, but they don’t always update when you change them. That means you may be seeing the “Authentication Failed” message even if you think you’re typing (or auto-filling) the right password.
Here’s how to fix it step by step.
1. Type Your Password Manually
- Go to store.crimsoncircle.com
- When you see the login box, click into the password field and delete whatever is there, even if it looks correct
- Slowly type your password, letter by letter, instead of letting the browser fill it in
(Tip: click the little “eye” icon at the right of the password box to see exactly what you’re typing.)
2. Update or Clear Your Browser
If your browser is still trying to fill in the old password (or your mobile device is using biometric data to verify your login), you may need to update it manually. Here are links to simple instructions for each browser:
- Google Chrome – Manage passwords
- Apple Safari – Manage saved passwords
- Mozilla Firefox – Password manager
- Microsoft Edge – Delete saved passwords
Sometimes, just clearing old data or updating your browser to the latest version can also solve the problem.
3A. Reset Your Password If Needed – Send Reset Code
If it still doesn’t work, it may be time to reset your password:
- On the login screen, click “Forgot your password?”
- Enter your email address
- Open the email we send you (check your junk/spam folder if you don’t see it)
- Copy the code from that email
3B. Reset Your Password If Needed – Create New Password
- Enter the code, then create a new password (write it down before you type it in)
- Make sure your new password includes at least:
- Twelve characters
- One uppercase letter
- One lowercase letter
- One number
- One special character (such as ! or # or $)
For a full, illustrated guide, visit: Having Password Difficulty? in the Crimson Circle Service Center.
4. Other Helpful Tips
- If your account says “Blocked,” simply wait 5 minutes and try again
- Make sure your device software (Windows, Mac, iPhone, iPad, Android) is up to date
- If you use multiple devices, try logging in on another one
- As a last resort, restart your device and your internet modem
Remember
Password trouble doesn’t mean that you did something wrong, it’s just technology being technology. Once you type in the correct password (or reset and update it) you’ll be good to go.
And if you ever feel stuck, please don’t hesitate to contact us at customerservice@crimsoncircle.com.
Take a breath, try these steps, and you’ll be on your way again.
Visit the Crimson Circle Service Center