Category: Troubleshooting and FAQ
Having trouble logging into NetDocuments? Here are the most common causes and how to fix them.
“Invalid username or password” #
- Double-check that you are using the correct email address. It should be the email your firm administrator registered with NetDocuments.
- Make sure Caps Lock is off.
- If you recently changed your password, make sure you are using the new one.
- If your firm uses single sign-on (SSO), you may be entering your NetDocuments password when you should be using your firm’s Microsoft 365 or Okta credentials instead.
Account Locked #
Too many failed login attempts will lock your account temporarily. Wait 15 to 30 minutes and try again, or contact your firm administrator to unlock it manually.
MFA Code Not Working #
If your multi-factor authentication code is being rejected:
- Make sure the time on your phone is set to automatic. Authenticator apps rely on synchronized time, and even a one-minute difference can cause codes to fail.
- If you recently got a new phone, you may need to re-register your authenticator app. Contact your firm administrator to reset your MFA.
- Try closing and reopening your authenticator app.
SSO Redirect Failing #
If clicking “Sign In” redirects you to your firm’s login page but it fails or loops:
- This is usually a configuration issue on your firm’s identity provider, not NetDocuments. Contact your IT department.
- Try clearing your browser cookies and cache, then attempt to log in again.
- Try a different browser (Chrome and Edge generally work best with NetDocuments).
Browser Issues #
If the login page looks broken, does not load, or behaves unexpectedly:
- Try a different browser. Chrome and Microsoft Edge provide the most reliable experience.
- Clear your browser cache and cookies.
- Disable browser extensions temporarily, as some ad blockers or privacy extensions can interfere with the login process.
- Make sure your browser is up to date.
Still Stuck? #
If none of the above resolves your issue, contact your firm administrator or IT department. They can check your account status, reset your credentials, and verify your firm’s NetDocuments configuration.
Need help getting your team up and running on NetDocuments? HFSM Technology provides implementation, training, and ongoing support for Canadian law firms. Visit hfsm.ca/contact to learn more.
