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Unknown Username or Password

  • 16/01/2026
  • Knowledge

How To
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If you receive the error message "Unknown username or password" when trying to log in to LEAP, please see below for information on resolving this error.

 
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LEAP licences are assigned to individual users and are not designed to be shared between multiple people. Each user who needs access to LEAP must have their own active licence.

If you have forgotten your password, please click the "Forgot password" option on the LEAP Sign In screen. Afterwards, enter your email address and you will receive a link to reset your password.

If you've attempted to reset your password but still encounter one of the following error messages when trying to log in :

  • "Unknown username or password"
  • "This user account has not been assigned an active licence. Please contact LEAP."

It’s likely that the LEAP licence has been unassigned from your account.

To resolve this, please refer to the steps below:

  1. Check Licence Assignment

    Please contact a LEAP Admin user to ensure the LEAP licence is assigned to your account.

    Admin can refer to our article,Manage Assigned Licences, for instructions on how to assign a licence to the user.

    If the Admin can’t find your name when trying to assign a licence: Ensure the "Current Staff Member" setting is toggled ON in your staff profile.

  2. Reset the Password

    Once the licence has been successfully allocated to the user, ask the LEAP admin to reset your password by following these steps :

    Navigate to the LEAP Menu > Settings > Application Settings.

    In the Application Settings window, click Firm > Staff > Members.

    Within the list of Staff Members, click on the profile  whose password you wish to change.

    In the Staff Details > General Details window, enter the Password and then re-enter it in the Confirm Password.

    Click Save to update the password.

  3. Update LEAP

    After the password is reset and licence assigned, ensure you are using the latest version of LEAP.You can update LEAP by downloading and installing the latest version of LEAP.

  4. Restart Your Computer

    Restart your computer and try logging in again. You should now have full access to LEAP.

If your LEAP Admin is unable to login, please ask them to contact the Accounts Team on your behalf. The Accounts Team can resynchronise your LEAP licences. Your Client Renewal Manager may also be able to assist you in regaining access to your LEAP account.

Additionally, if there is a synchronisation issue with your LEAP accounts, it may be possible to reset the password by logging in to LEAP Web even if you or your LEAP Admin are unable to reset your password from LEAP Desktop.

Last Modified Date
16/01/2026 5:08 pm
Title
Unknown Username or Password
URL Name
Unknown-Username-or-Password-NZ

Resolution
Installing & Setting UpTroubleshootingFaq
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Unknown Username or Password