Problem

When logging into the Everbridge Manager Portal using a valid username and password, the following error occurs and the User is unable to log in.

Invalid credentials.

Root Cause

This issue can occur when the User attempting to sign in does not have a Role assigned. This is seen when a User is a new User and no Role was added to their User Profile, or if the User is an existing User whose Roles were recently removed from their User Profile.

Solution

Ensure that the User has a Role assigned to them. If you are the User affected, contact your organization's Everbridge Account Administrator or the person that configured your Account to assign you the appropriate Role.

Please note that the Everbridge support team cannot make changes to your account directly. Your internal administrator will need to set up your credentials and assign the necessary roles and permissions.

To assign a Role to a User see knowledge article EBS: Assigning One or More Roles to Users in Everbridge Suite.