This doc contains troubleshooting tips for some common login and password issues.Don’t have a New Relic account yet? Sign up here. It’s free!
Account and data access issues
If you’re already logged into New Relic but don’t see the accounts or data you expect, see Factors affecting access.
Password solutions
New Relic requires a valid email address and a valid password in order for you to log in and to receive information from New Relic.
If you are unable to create your account successfully, or if you have password or other login problems.
review these troubleshooting suggestions to try to identify a resolution.
Forgot your password, or your password does not work.
If you have forgotten your New Relic account password, or if your password does not work, request a password reset from New Relic.
If you have access to multiple New Relic logins, also ensure you are using the correct password for the login method you’re using
Go to New Relic’s login page.
Select Forgot your password.
Type your account email address, and select Send my reset link.
When you receive a confirmation email from New Relic, select the password reset link.
and follow New Relic’s password requirements to complete the process to reset your password.
Reset password.
If you forgot your own password or need to request a password reset for your account email, you can use New Relic’s self-service options.
Admin-level users cannot reset passwords for other users. If you need to reset someone else’s password, get support at support.newrelic.com.
Password error messages.
If you complete the signup process and are unable to log in to your account due to password error messages, get support at support.newrelic.com.
Password reset link expired.
If you want to change your password but you see a message that the password reset link expired.
try using a private browser or clearing your browser cache and cookies.
Added existing user to another New Relic account.
If you’re an existing New Relic account user and you have been added to another account.
you don’t need to create a new password. Your existing password will work for each account.
and you can switch between accounts after logging in.
Email solutions
New Relic requires a valid email address and a valid password in order for you to log in and to receive information from New Relic.
If you’re unable to create your account successfully, or if you have email or other login problems.
review these troubleshooting suggestions to try to find a solution.
Did not receive new account confirmation email.
When you first create your account, New Relic sends a confirmation email so you can complete the setup process and sign in.
If you cannot locate your original account confirmation email:
Go to New Relic’s login page at login.newrelic.com/login.
Select Forgot your password.
Type your account email address, and select Send my password.
When New Relic’s system returns an email message, select the link in it to confirm your account again.
If you don’t receive an email from New Relic:
Check your spam filters. If applicable, add New Relic to your email allow list.
Get support at support.newrelic.com.
Email address does not work or email error messages.
If you complete the signup process and are unable to log in to your account due to email or password error messages.
get support at support.newrelic.com.
Multiple logins found: asked to verify email
See Multiple logins found.
Received message that your email account already exists.
If you are trying to create a new account and receive a message that your email account already exists, get support at support.newrelic.com.
Email link does not redirect to the password reset page.
If you have used your password reset link but are not redirected to the password reset page, troubleshoot the following:
Your password reset link has expired. You will need to request a new link from the New Relic website.
You are experiencing a caching issue. Clear your browsing cache or use a private browsing window before trying the link again.
TIP
Private browsing, also known as incognito mode, is a privacy feature to disable browsing history and the web cache.
To open a private browsing window, you can use the keyboard shortcut CTRL+Shift+N on Windows and Command+Shift+N on Mac for most browsing applications.
If this still doesn’t solve your problem, get support at supportable.
General system solutions
Some general system problems and solutions:
Capture users with email addresses from your domain
To avoid having your users accidentally sign up for New Relic and create unwanted New Relic organizations and accounts, set up domain capture.
Active session limit reached
There is a limit on a user’s number of sessions and IP addresses.
When that limit is exceeded, you’ll see an Active session limit reached message upon login and an option to close open sessions.
SAML single sign-on (SSO) problems prevent login.
organization uses a SAML Single Sign On (SSO) solution, you can skip the Password field when you log in.
need to reset your password, contact your organization’s system administrator or IT department as applicable.
an administrator who has recently enabled or made changes to your SAML SSO settings and are unable to log in, there might be an issue with your configuration.
Customers on our newer user model can use a special recovery flow to fix any issues.
Visit login.newrelic.com/recovery_access to bypass SSO and gain one-time access to your organization.
System failure errors prevent login.
If you receive failure errors while trying to sign up, a third-party password manager may be triggering New Relic’s spam trap.
To work around this, try these solutions:
Bypass your password manager.
Use a different browser to sign up with New Relic.
Get support at support.newrelic.com.
Mobile device solutions
If you are unable to log in from your mobile device, the new user authentication time frame may have expired.
You must complete this process within 20 minutes of receiving New Relic’s confirmation message for your mobile device.
To solve this problem, request another confirmation message to be sent to your device. Also,
depending on your New Relic account, additional installation or authentication steps may be required for your iOS or Android app account.
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