Your WP Engine User Portal is where you can manage your WP Engine sites, settings, and features. If you enter the wrong password too many times, your account could be locked for a period of time for security purposes.
If you are using Office 365…
We have come across a consistent issue with customers using Office 365. You will need to whitelist the domains “wpengine.com” and “mail.wpengine.com” and “identity.wpengine.com” for successful delivery of emails.
Here is a Microsoft Office article with more information on how to manage allowed senders using Office 365. The setting can be found in Office 365 under Settings / Mail / Junk Mail / Safe Senders and Domains. If you can’t accomplish this, you may need to contact your email administrator. Do this first before proceeding.
You should never repeatedly try email address and password combinations. It is best to reset the password for your user instead.
Reset Password Steps
- Navigate to your WP Engine User Portal
- Type in your email
- Click Next
- You will be redirected to https://identity.wpengine.com
- Select Need help signing in
- Click Forgot Password
- Enter the email address associated with your account
- Note: If you enter an email address that is not associated with a WP Engine User Portal account, no email will be sent.
- Click the Reset via Email button.
- You will be redirected to the User Portal login page with an updated banner, directing you to check your email
- In your email inbox, lick the link within the email to reset your password.
NOTE: The reset password link is only good for 6 hours. If you do not access the link in your email within this time frame, you will need to follow the steps above again.
Still having trouble?
Try the steps below if you are still encountering issues when logging into the WP Engine User Portal.
- Are you using the correct email address? If you have entered an email address that does not match any WP Engine User Portal user, no email will be sent.
- Have you checked your spam folder? If you are certain you entered the correct email address for your User Portal user, check your spam folder to make sure the reset password email was not sent there.
- Did you access the email after more than 6 hours? The reset password link is only good for 6 hours. If you wait longer than 6 hours to click the link in your email, you will receive an error that the token is now invalid. Follow steps 1-5 above again to generate a new link.
- Have you activated your account? If you are a new user, have you activated your account yet? You would have received an email asking you to activate the account. You will not be able to reset your password if this set has not been completed. If the activation link has expired, hop into support chat so we can resend the activation email. A clue that you may not have activated your account is that you will get an email saying “Unable to process your password request” when trying to reset your password.
- Are you using Outlook Exchange Online Protection (OEP)? Some users with OEP may experience mail delivery issues if they have not whitelisted WP Engine email addresses. Contact your email service administrator to whitelist the domains “wpengine.com” and “mail.wpengine.com” for successful delivery of emails.