Troubleshooting Login Issues

We’re sorry that you’re having trouble. Here are a few things that you can try before contacting Customer Support.

Confirm Your Web Browser

We support Chrome, Firefox, and Edge. For download links, see our System Requirements.

Confirm Your Country

Make sure that you’re using the correct link for your country’s server:

• United States - https://www.vistashare.com/ot2/security/login/

• Canada - https://www.vistashare.ca/ot2/security/login/

Username and Password Issues

If you’ve confirmed that you’re on the correct server (see above), try the following steps to resolve your username or password issue:

1. Click the “Can’t access your account?” button to request your username or password.

2. Double-check your username. For example, it’s often firstname.lastname (all lowercase) but something may be mistyped.

3. Contact your agency’s Outcome Tracker administrator. They can send your username or a password reset. They can also see if you might have opted out of receiving Outcome Tracker emails.

4. Ask your administrator to double-check your security email address in Outcome Tracker from the Setup tab’s Manage Users page.

Email Issues

If you’re not receiving the password reset email, try the following:

1. Make sure that you’re using the correct server link for your country (see above).

2. Contact your agency’s Outcome Tracker administrator. They can send your username or a password reset. They can also see if you might have opted out of receiving Outcome Tracker emails.

3. Ask your administrator to double-check your security email address in Outcome Tracker from the Setup tab’s Manage Users page.

reCAPTCHA Issues

Your “I am not a robot” security pass can be impacted by your Internet connection. Make sure that you have a solid and reliable connection.

Two-Factor Authentication Issues

Your login is the first factor in your authentication. If you’re having trouble with your second factor, try the following:

1. Not receiving a text message? Ask your administrator to check your security phone number in Outcome Tracker from the Setup tab’s Manage Users page - it may be configured to use an authenticator app instead of SMS delivery. Also check with your mobile carrier in case they’re having a network issue.

2. Code that you received not working? Codes are valid only for 30-second intervals, so check with your mobile carrier in case a network issue is delaying delivery. Also try restarting your phone - it might not be synced with the correct time provided by your mobile carrier.

3. Need to request a new authentication method? Ask your Outcome Tracker administrator to request a change by emailing Customer Support, such as changing you from using text to an authenticator app.