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# The system says my password is incorrect, but I’m sure it’s correct. What should I do?

| The “incorrect password” error may be caused by something other than the password itself.

###### Try the following:
* **Verify your username:**
Enter it exactly in the correct format (e.g., full email address), entirely in lowercase and without spaces.
If you’re unsure of your username, request a password reset—on the reset page you will also see your current username.
* **Check the login method:**
Make sure you are using the correct **https://** **login address**.
If you log in with your organization’s credentials (e.g., Microsoft/Azure AD, Google), password changes are handled through your organization—not Granite. If you don’t remember your Microsoft (or similar) password, contact your organization’s IT support.
* **Check typing and keyboard settings:**
Ensure Caps Lock/Num Lock are off and that your keyboard language is correct.
Avoid pasting the password (it may include extra spaces); type it manually instead and disable autofill if needed.
* **Is your account locked?**
Multiple failed attempts may temporarily lock your account.
Wait a while and try again, or contact Granite support to unlock it.
* **Try another browser/device/network:**
Clear your browser’s cache and cookies or use private/incognito mode.
In some organizations, access to external services may be restricted—check whether login should work remotely (e.g., via VPN) or only within the office network.
* **Windows/company credentials:**
If the service uses your organization’s Windows/AD credentials, log in with those.
Password changes must be done according to your organization’s instructions, not through Granite.

###### Still having issues?
Contact support and include:
* The Granite https:// website address you need to log in to
* Your username or email (never send your password by email)
* Any error message you received
* Whether you received a password reset email
Support can help diagnose and resolve the issue.