AgencyCloud login issues & FAQs (Reapit Connect login)

This guide has been reviewed against our global client base and classed as relevant to all regions

This page contains frequently asked questions (FAQs) for customers logging into AgencyCloud

The following FAQs are covered, click a link to jump to the FAQ:

I’ve forgotten my password - how do I reset it?

From the login screen, under the password field, click Forgot your password? and follow the steps outlined on screen

After entering my login details I am getting a message saying ‘Login failed. Unable to connect to database’ - what can I do to fix this?

If you see this error message:

AgencyCloud requires various applications to be installed in order to run

Ensure all pre-requisite applications are installed - if you haven’t done this, click this link to download the required files
If that doesn’t work, you may need to carry out a full install of AgencyCloud - see this guide for more information: Install AgencyCloud (RPS) & FAQs

I need to change configuration files - how can I do that with the Reapit Connect login screen?

From the Reapit Connect login screen:

Press CTRL + SHIFT + F9
This gives the option to revert to the old login screen where you can change the configuration file

I don’t have an email address - how can I add one to AgencyCloud?

There are two ways to add an email address for an existing AgencyCloud user, this depends on whether your user accounts are managed by a central administration team or by individual users themselves - see following sections a & b

a. Adding an email address - admin users with permission to manage other AgencyCloud users

From AgencyCloud, open Configuration > Setup Negotiators screen
This requires you to be logged in as a user with permissions to manage your own negotiator records
In the Negotiator and User Setup screen, select the user you wish to add an email address for and click the Advanced tab
Click Installation Options > SUMS Options > Add e-mail address
Click Yes when prompted, then enter the user’s email address in the box displayed and click Accept when done

If the email address entered in step 4 is not unique, i.e. an AgencyCloud user that uses this email address already exists, you will not be able to add the email address

A new unique email address or email address alias will be required instead

b. Adding an email address - general AgencyCloud users, with permission to only manager their own user account

From main menu:

Click your name/office in the top left corner of the screen, then click Edit My Details
From the Update My Details screen, next to E-mail, click Add then enter your email address
Click Save to finish

I am getting a message saying I am locked out of AgencyCloud - what should I do?

If you unsuccessfully attempt to login 3 times, you will be temporarily locked out of AgencyCloud

1. Wait 5 minutes and retry

2. If you are still unsuccessful, your password can be reset using the Forgotten password? link on the login screen

After trying the above steps, if you are still unable to login, contact Reapit Support

I am getting a message saying AgencyCloud is down for maintenance - what should I do?

Your account may be inactive and will need to be reactivated by Reapit Support

Approval is needed from your company's Reapit key contact/self-service administrator in order to reactivate your account - click here to use this form

When managing adding users to AgencyCloud

Does it change how I add/edit user details when we use Reapit Connect to log in?

The process of adding users onto AgencyCloud will not change when using Reapit Connect - the exception being when users are added with a valid email address, they will be provided with a welcome email containing a temporary password. When logging in using the temporary password, they will be advised to update the password to a more memorable one.

Why can’t I set a password on new user accounts?

User passwords are now handled via a self-managed authentication service. Once a user is registered, they will be sent a temporary password to their registered email address.

For new users, if the emailed temporary user password does not work, or the email is deleted/lost, you can re-issue another temporary password. This is done through the Negotiator and User Setup screen which will issue a new temporary password to the user's registered email:

For information on using the Negotiator and User Setup screen, see this guide:
Adding a new user, removing a user and transferring data between users