Trouble logging in? Part 1

Select the Issue:

• Forgot your username/password?
• The password you entered was incorrect.
• The username you entered cannot be identified.
• I don’t know my VisionX URL
• Related Questions.

 

---

Forgot your username or password?

Please follow these steps if you have forgotten your username or password:

1. Click the “Recover Username and Password” link and enter your email into the popup.
   
   • An email will be sent to you, with your account information.

1. If entering your email displays a ‘Multiple users were found with the email address you entered’ message:

1. First, contact your training administrator.
2. For further information please contact us at:
   • Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST

• If entering your email displays an ‘Email address was not found’ error.
  • First, contact your training administrator.
  • For further information please Contact us at:
    • Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
• If the ‘Recover Username and Password’ is not turned on for your system:
  • First, contact your training administrator.
  • For further information please Contact us at:
    • Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST

 

Back to top

---

The password you entered was incorrect.

Please follow these steps if you received a ‘The password you entered was incorrect’ message when logging in:

1. Enter your email into the popup box.
   
2. Go to your email.
3. Login with the credentials provided.

 

If entering your email displays:

• Multiple users were found with the email address you entered
• The email address you entered cannot be found

 

1. First, contact your training administrator.
2. For further information please contact us at:
   • Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
   • Click Here to Submit a Support Ticket

 

Back to top

---

The username you entered cannot be identified.

Please follow these steps if you are receiving a ‘The username you entered cannot be identified’ error message when logging in:

1. Triple-check that the username you typed in is the one your company provided you.
2. Verify the Internet Browser you are using.
   • If you are using Internet Explorer, try using a different browser:
     1. Mozilla Firefox
     2. Google Chrome

Please note your company’s security settings may prevent you from downloading a different browser.

• If this is the case, please reach out to your training administrator.

1. If you have confirmed the username and used a different browser, but the issue is still occurring, contact us at:
   • Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
   • Click Here to Submit a Support Ticket

 

Back to top

---

I don’t know my VisionX URL

Your company has a unique URL through which you should be accessing VisionX:

1. The format is https://www.gracehillvision.com/ and your company’s unique identifier.
   • For Example: https://www.gracehillvision.com/companyName

For further assistance:

• Contact us at via Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
• Click Here to Submit a Support Ticket

 

Back to top

---

Related Questions – Additional login issue help can be found in Part 2 below

• | For Learners | Trouble Logging in? Part 2
• | For Learners | Questions about your course?
• | For Learners | Encounter an issue with your course?

 

Can’t find what you’re looking for?

• • • Contact us by phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
    • Click Here to Submit a Support Ticket

 

Back to top