Troubleshooting

Common login issues on your online account and Softphone

This article lists the most common scenarios that prevent you from logging into your RingCentral online account, as well the Softphone, and how to fix them. These scenarios include the following:

Wrong number


Using a wrong number when logging into the online account is one of the most common issues that would prevent you from logging in to your online account. To resolve this, make sure to use the correct RingCentral telephone number when logging in. Start with the area code plus the 7- digit telephone number. For more instructions on logging in to your online account, click here. The same login information should be used to login to the Softphone.

Logging in as an administrator

When logging in as an administrator, enter your area code plus the 7-digit telephone number on the Enter your direct or fax number field. When logging in as an extension, enter your area code plus the 7-digit telephone number and then your extension number on the Enter your main company number + extension fields. For more instructions on logging in to your online account, click here. The same login information should be used to login to the Softphone.

Browser settings


Outdated cookies and offline data may have been stored in your browser's temp files. This could interfere with your login.
To resolve this, you need to clear the cache of your browser. To learn how to do this issue, click here.

Password not working on the online account

NOTE: This section assumes that you are using the same login credentials for your online account and Softphone, and that your login credentials do not work.

This is generally due to recent security updates that have been rolled out on both the user interface of your online account and your Softphone. All new account sign-ups will be required to create an alphanumeric password and PIN.

NOTE: For instructions on resetting the password, clickhere. If you are logged in as the administrator of your account and you need to reset the password for an extension, clickhere.

After the rollout of the Alphanumeric password, you now have two (2) passwords for their account:


Alphanumeric Password – Online Account, Mobile App and Softphone

NOTE: Your new alphanumeric password needs to have least one (1) letter, number, special character, and8-32 characters long.

PIN – Phone access (VM, Virtual Calling Card, etc.)

NOTE: You can also create a PIN to use as accesss to your account from a phone. It should be 6-10numbers. PIN can be reset over the phone using the Phone IVR. Only the PIN can be reset no option to reset the alphanumeric password through the Phone IVR.


Softphone login issues

As soon as you're able to log in to your online account, you'll need to sync the Softphone with the online account by updating the login information. For instructions, click here. You must use the latest version of the mobile app and Softphone for the alphanumeric password to work.

NOTE: In case you get the error "Unable to connect" while logging in, click here for troubleshooting instructions.

To learn more about what's new in your Softphone, click here.

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