Possible Causes
| Issue | Solutions |
|---|---|
| I don't know my password | Please reset your password. For information, see the password reset guide. |
| I haven't received the password reset email (I no longer have access to my registered email address). | If your registered email address is no longer accessible, it is not possible to receive the password reset email. Please contact support for assistance. |
| I don't know my registered email address. | Try singing in with any email addresses you may have used. If you have received newsletters or notification emails from InfiniCLOUD, check the recipient ("To") address. For more information, see this guide |
| I haven't reset my password since July 7, 2026 | To use the new authentication system, you must first reset your password. Please complete the password reset process before signing in. |
| I see the message "Invalid email address or password." | The email address or password you entered may be incorrect. Please verify your credentials and try again. Also, make sure you entered your email address, not your previous InfiniCLOUD User ID. |
| I see the message "Login process timed out." | Your session may have expired due to inactivity. Please return to the login page and try again. |
| My account was suspended after July 7, 2026, due to duplicate email addresses. | Users with multiple accounts using the same email address or alias's may have been suspended because the same email address is registered to multiple accounts. Please contact Support for assistance. |
| My account was deleted after two years of inactivity. | Accounts that remain inactive for more than two years may be deleted. Advance notice is provided on the InfiniCLOUD website before account deletion. |
| I completed the waiting list registration but not the full registration. | You cannot sign in until your account registration is complete. Please check your registration confirmation email and complete the registration process. |
| Maintenance is in progress. | The service may be undergoing maintenance or experiencing an outage. Please check the latest maintenance and outage information. |
| The browser cache may be causing issues. | If the page is not displaying correctly, try clearing your browser's cookies, site data, and cache, then reload the page. |
| I'm trying to sign in to the wrong service. | Please make sure you are signing in to the correct InfiniCLOUD service. Double-check the URL and try again. |
Common Mistakes
- Make sure your user ID and password use the correct case and doesn't include extra spaces before or after them.
Still Experiencing Issues?
If you’ve tried the above and still need help, please reach out to us using the form below.
Last updated: July 7, 2026