Login problems

If you are struggling to log in to Mentor Personal, we have learned that there are some issues that persist. Here are the most common cases:

Incorrect Email or Password

This error means that the email address or password you entered doesn’t match what is registered in our system.

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Have you entered the correct email address?

Double-check for typos, extra spaces, or the wrong domain (e.g. @gmail.com instead of @online.no).
If you're unsure which email address is registered, please ask your manager.

Have you entered the correct password?

• Is Caps Lock on?
  → Passwords are case-sensitive.
• Did you copy and paste your password?
  → Make sure you didn’t include extra spaces before or after.
• Not sure what your password is?
  → Click on "Forgot password" to create a new one.

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Incorrect number of digits in authentication app

Some users see an 8-digit code in their authenticator app, but Mentor Personal requires a 6-digit code.
In this case, you need to remove the account from the authenticator app and set it up again.

Resetting two-factor authentication can be done by administrators within the organization, or a request can be sent to support@mentorpluss.no

Read more about resetting two-factor authentication here: https://support.mentorpluss.no/hjelp-personal/resette-tofaktor

Note:
If you’re unable to delete the account from the app, go to the app’s settings and disable backup and synchronization first.

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New phone/device

Did you get a new phone, tablet or computer and receive an error saying the Authenticator doesn’t match your email/password?

This happens because two-factor authentication is linked to your previous device.
Employees with a new device need to reset the Authenticator app.

Read more about resetting two-factor authentication here: https://support.mentorpluss.no/hjelp-personal/resette-tofaktor

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Authentication Fails Even After Reset

Make sure the date and time on your device are set correctly.Authentication is time-based and requires accurate system time.

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Blank page when logging in (iPhone/iPad)

If you see a blank screen when opening Mentor Personal, this is often caused by using an older version of Safari.

Solution:
Update your device to the latest version of iOS or macOS.

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