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

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.

Updated on: 26/06/2026