Reapit login 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 Reapit

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

1 I’ve forgotten my password - how do I reset it?
2 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?
3 I need to change configuration files - how can I do that with the Reapit Connect login screen?
4 I don’t have an email address - how can I add one to Reapit?
- 4.1 a. For admin users with permission to manage other Reapit users
- 4.2 b. For standard users with permission to manage their own user account only
5 I am getting a message saying I am locked out of Reapit - what should I do?
6 I’m trying to login but I am seeing ‘User is disabled’, what should I do?
7 Topics relating to when managing adding/editing user details on Reapit
- 7.1 Does it change how I add/edit user details when we use Reapit Connect to log in?
- 7.2 How do I set a password on new user accounts?
8 FAQs following 18/11/2024 release

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:

Reapit 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 Reapit install - see this guide for more information: Install Reapit (AgencyCloud / Reapit) & 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 Reapit?

There are two ways to add an email address for an existing Reapit user which depends on whether user accounts in your organisation are managed by a central administration team or by the individual user

Follow the relevant section below:

For admin users with permission to manage other Reapit users - see section a
For standard users with permission to manage their own user account only - see section b

a. For admin users with permission to manage other Reapit users

From Reapit, 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
Beside Deployment, click Installation Options, select SUMS Options then Add/edit 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 is not unique - i.e. a Reapit 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. For standard users with permission to manage their own user account only

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 Reapit - what should I do?

If you unsuccessfully attempt to login 3 times, you will be temporarily locked out of Reapit - follow these steps:

Wait 5 minutes and retry
If you are still unsuccessful, reset your password using the Forgot your password? link on the login screen

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

I’m trying to login but I am seeing ‘User is disabled’, what should I do?

If you see the following message, it means your account is no longer active

In order to reactivate your account, approval will be needed from your company's Reapit key contact/self-service administrator - click here to use this form

Topics relating to when managing adding/editing user details on Reapit

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

The process of adding users onto Reapit does 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

How do I set a password on new user accounts?

User passwords are 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 issues a new temporary password to the user's registered email, as shown below

For information on using the Negotiator and User Setup screen, see this guide:
Add a new user, remove a user and transfer data between users

FAQs following 18/11/2024 release

If you have any questions regarding the FAQs below, please contact your Reapit Customer Success Manager (CSM)

How do I update my name?

Following the planned release for 18^th November 2024, any updates to your name should be actioned from your Reapit Connect My Account page and no longer through the Negotiator screen in Reapit
Once you have updated your name in Reapit Connect, it will be reflected in Reapit on your next login

I’ve updated my name in Reapit and it’s not displaying correctly in an app/Reapit Connect

Please go to your Reapit Connect My Account to update your name
Any updates to your name via the My Account page, will be reflected in Reapit on your next login

How do I setup MFA for my account?

Navigate to your Reapit Connect My Account page and select Setup Authenticator

How do I reset/change my MFA authenticator?

Navigate to your Reapit Connect My Account page and select Reset Authenticator
Alternatively, contact a Reapit Administrator within your organisation who can reset on your behalf via the Admin section

After resetting my password in Reapit, how do I get back to the sign in screen?

After initiating a password reset in Reapit, the following screen is displayed:
Click Resend email then, on the screen that is displayed, click Back to Reapit
OR
Close and reopen Reapit
Either of these two actions will reset your login session

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