Frequently Asked Questions and Answers
Explore answers to frequently asked user questions. For additional questions, Contact Support. Admin and staff help guides are found in Admin Tools.
Log in Help
- At least 8 characters
- 1 uppercase and 1 lowercase letter
- 1 number
Passwords cannot be the same as the username. Security questions may be required and allow you to change passwords without needing access to e-mail.
Have you entered your username and password correctly?
Check that your password is being entered with the correct case (caps or no caps) and that there are no additional spaces at the beginning or end of the password.
Has your password expired?
First, try clearing your cache. If this does not resolve, check with your school/site administrator to ensure your account information is correct and that the site is active. If you are the site administrator and need help renewing your site, contact support.
Have you tried logging in multiple times and are now locked out?
You will need to reset your password.
User Retrieval
If you have an email address saved in your portfolio, your username can be emailed to you. Select Forgot your username or password to retrieve.
Site Administrator Retrieval
If you forgot your username and do not have an email associated with your account, the site administrator for your school/site can look up your username.
The school/site administrator can reset staff account usernames and passwords in the Site Administration Tools.
1. Log in as admin
2. Select Other Accounts
3. Select Reset Password for Staff Accounts or Edit to change username
4. Use Reset Security Questions to require staff to enter new security questions/answers
5. Use Send Password to email staff new password (requires email address in portfolio)
The site account is a site-wide log in that can be shared with users for their first log in. It prompts them to create their own portfolio. Site account usernames and passwords are provided to the site administrator at the time of site set up. If you would like to change your site username or password, contact support.
Technical Questions
"Login incorrect. Please try again"
Check that the user name and password have been entered correctly. Use the Log In Help FAQs above to troubleshoot.
"Your account has expired"
Your log in information or site is expired. Check with the school/site administrator to ensure your log in information is up-to-date and that the site is active. If you are the site administrator and need help renewing your site, contact support.
Username and password fields clear
This may be that the privacy setting of your internet browser isn't allowing cookies.
If you log in and see the incorrect version (junior, high school, college, adult), contact your school/site administrator. Site administrators should contact support to troubleshoot.
- Cookies enabled
- Pop-ups allowed
- JavaScript enabled
- Windows- Firefox latest, Edge, latest, or Chrome latest
- Mac- Firefox latest, Safari latest, or Chrome latest
- Audio device and speakers
Chrome: If less than the latest browser version, visit Chrome to upgrade.
- Select triple dot menu, select Settings
- Note version number
- Locate Help menu (Firefox menu on Mac), select About Mozilla Firefox
- Note version number
The browser cache is used to keep local copies of previously accessed documents. It reduces the time you need to be connected to the internet. When a problem occurs, it is a good idea to clear your cache. Instructions may vary with different versions and operating systems.
Instructions to clear cache:
- Videos.intocareers.org
- Materials.intocareers.org
- Cistemp.intocareers.org
- Cdn.careeronestop.org
- Youvisit.com
- Youtube.com
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