Frequently Asked Question

I know my username and password are correct, but I still can't log in. What should I do?

Symptoms

You may experience one or more of the following:

• "Invalid username or password" even though you're entering the correct credentials.
• The login page refreshes without signing you in.
• The page appears stuck after clicking Log In.
• Login works on another device but not your current browser.

Step 1 – Double-Check Your Credentials

Before troubleshooting your browser, verify:

• Your username is entered exactly as provided.
• Passwords are case-sensitive.
• Make sure Caps Lock is not enabled.
• Avoid accidentally copying or pasting extra spaces before or after your username or password.

Step 2 – Open a Private/Incognito Window (Recommended)

The quickest way to determine if the issue is browser-related is to use a private browsing session.

Google Chrome

1. Click the three dots in the upper-right corner.
2. Select New Incognito Window.
3. Navigate to:
   • https://support.pschi02.com/scp
4. Enter your credentials and try logging in.

Microsoft Edge

1. Click the three dots.
2. Select New InPrivate Window.
3. Go to:
   • https://support.pschi02.com/scp
4. Try logging in again.

Mozilla Firefox

1. Click the menu button.
2. Select New Private Window.
3. Visit the Help Desk login page and try again.

Why This Works

Private browsing starts a fresh browser session without using:

• Cached website data
• Saved cookies
• Old login sessions
• Browser extensions that may interfere with authentication

If you can log in successfully using a private window, the issue is most likely related to your browser rather than your account.

Step 3 – Clear Your Browser Cache and Cookies

If logging in works in a private window but not in your normal browser:

1. Clear your browser's cache and cookies.
2. Close all browser windows.
3. Reopen your browser.
4. Try logging in again.

Step 4 – Try Another Browser

If the issue continues:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox

Trying another browser helps determine whether the issue is browser-specific.

Still Can't Log In?

If none of these steps resolve the problem, submit a support request by emailing the support team and include:

• Your username
• The browser you're using
• Whether the issue also occurs in a private/incognito window
• Any error message displayed
• A screenshot of the login page (if possible)

Providing this information helps the support team diagnose the issue more quickly.