Login Issues for Portal & App – eDispatches

Applies To: eDispatches Web Portal & Mobile App Users

If you are experiencing login issues on the eDispatches web portal or mobile app, follow these troubleshooting steps to verify your credentials and restore access.

eDispatches Portal and App Login Interface

Prerequisites & Initial Checks

Network Connection: Verify that your device has an active Wi-Fi or cellular data connection.
Application Version: Check the App Store or Google Play Store to ensure your eDispatches mobile app is updated to the latest release.

Common Login Solutions

1. Username Retrieval

Usernames are case-sensitive and must be entered accurately. If you cannot recall your username, use the Forgot Username Tool to retrieve it via email or SMS.

2. Password Reset

Passwords are case-sensitive. If you enter incorrect credentials multiple times, reset your password using the Forgot Password Page.

Important Note for Account Administrators

Account Administrators frequently maintain two distinct sets of credentials:

Credential Type	Platform Purpose
Portal Credentials	Used exclusively to log into the web-based administrative portal to manage agency settings.
App Credentials	Used exclusively to log into the iOS/Android mobile app to receive alerts and manage personal settings.

Ensure you are using your Mobile App credentials for app logins and your Administrative credentials for portal logins.

Advanced Troubleshooting

Clear Web Browser Cache: If using a web browser, clear your browser history, cache, and cookies to remove outdated session data.
Reinstall Mobile App: Delete and reinstall the mobile application to resolve corrupted local configuration files.
Account Lockout Delays: Successive failed attempts trigger a temporary security lockout. Wait 15 minutes before attempting to log in again.

Submitting a Support Ticket

If you cannot restore access after completing these steps, contact eDispatches Support with the following details:

The exact error message displayed.
The platform you are accessing (Web Portal, iOS App, or Android App).
A summary of the troubleshooting steps completed.