MSP Portal: Logon Troubleshooting

Document created by user.Yo2IBgvWqr Employee on Dec 6, 2017Last modified by user.Yo2IBgvWqr Employee on Dec 8, 2017
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Applies To...


Users who are experiencing problems accessing the Mimecast Partner Portal. We've provided possible solutions to some common logon issues below.


I'm using AD synchronization but can’t log on


  • Check if you have received a registration invitation to the Partner Portal. If not, contact your account manager.
  •  Are you selecting “Domain” password in the drop-down on the log on page? If your logon attempt is still unsuccessful:
    1. Try logging on to a secondary application, such as the Mimecast Personal Portal, to validate your credentials.
    2. Contact your Mimecast account manager to check that your AD synchronization is correctly enabled on your account.


I tried my cloud password, but am unable to log on


  • Have you received a registration invitation to the Partner Portal? If not, contact your account manager.
  • It's possible that your password has expired and needs to be reset. Try accessing the Mimecast Personal Portal, where you may be prompted to reset your password.


I don’t know or have forgotten my Mimecast cloud password


  • If you have self-serve password resets enabled on your account, you can request a new one via the “Trouble Logging In” link on the Portal homepage.
  • If you do not have self-serve password resets enabled, your internal Mimecast administrator should be able to issue you a new one. Alternatively, speak to your Mimecast account manager who can provide further assistance.


I am using Single-sign-on, but cannot access the Partner Portal


  • Has the portal been configured with your Identify Provider? Refer to the 3rd Party applications section for more information.
  • Is 2-Factor Authentication configured on your account? The portal does not yet support this, so your administrator would need to either remove this setting, or create a new authentication profile without 2-Factor Authentication, and then add any portal users to this account.