Troubleshooting Login, OTP and Password Problems

Troubleshooting · Updated 2026-10-25

Use this page when a user cannot get into the landing portal or SunPMS. Start with the exact message on the screen.

Symptom: "Invalid Username or password"

Likely causes, most common first:

1. Typing mistake or wrong case. Type the username exactly as created. See Log in.
2. Caps Lock, or a password changed recently. Ask the user to retype slowly or to reset it.
3. The user is trying the SunPMS URL directly instead of the landing portal. Everyone signs in at the portal first.

Checks: does the message add "N Invalid attempt, M attempt left"? That means the username is real and the password is wrong. Fix: retry carefully, or use Forgot password? (Forgot / reset password). Reaching zero attempts locks the account.

Symptom: "Please solve the security check." / "The captcha answer is not correct." / "Too many requests."

Cause: after two failed sign-ins, and always on sign-up, create group and forgot password, a picture with a sum must be solved; each picture works once and expires after 3 minutes. "Too many requests. Please wait a little and try again." is a rate limit (sign-up, codes, sign-in or group creation too often); the wait time comes with the answer. Fix: answer the new picture; wait and retry. See Log in.

Symptom: "Too many wrong codes" / "Too many codes requested"

Cause: 5 wrong one-time codes lock the check for 15 minutes; only 3 codes are mailed per address in 10 minutes. Fix: wait the minutes shown, then use the newest mail. See Verify e-mail OTP.

Symptom: "User is locked, Please contact to SunTatva support!" or "...to your hotel admin!"

Cause: too many wrong passwords. The owner account message says SunTatva support; a staff account message says the hotel admin. Resetting the password by e-mail does not remove the lock by itself. Fix: the owner contacts SunTatva support; staff ask their administrator, who can unlock the user in Users. Escalate if the administrator cannot find the lock option. Only wrong passwords on the sign-in page count. Password checks inside SunPMS (Confirm with Your Password in Credit Card Setting and Document Storage, Verify Password before a card number is shown or the user profile is saved) never count as failed sign-ins and cannot lock the account.

Symptom: "Incorrect password." or "Too many wrong passwords. Try again in N minute(s)." inside SunPMS

Cause: a password check inside SunPMS (Confirm with Your Password, Verify Password) got a password that is not the signed-in user's own. After 5 wrong passwords within 15 minutes these checks pause for 15 minutes for that user. Signing in is not affected and the account is not locked. Fix: type the password you sign in with; after the pause, try again. A correct password resets the count. See Credit Card Setting.

Symptom: "Email not verified. To activate your account, verify email through OTP."

Symptom: the OTP never arrives

Likely causes:

1. Spam or junk folder. The mail subject is OTP Verification.
2. Wrong e-mail address typed at sign-up (message Email Id does not exist.).
3. Old code used. Codes expire; the newest code is the only valid one. Click Resend OTP.
4. Mail service problem (Unable to generate OTP): escalate if Resend OTP repeatedly fails.

Note: the sign-up OTP has 8 digits; the sign-up page now says so. For password reset the code is valid for 30 minutes (Invalid or Expired OTP after that).

Symptom: "Invalid OTP" or "Invalid or Expired OTP"

Cause: wrong digit, an older code, or more than 30 minutes passed. Fix: Resend OTP and use only the latest mail. See Forgot / reset password.

Symptom: "Your password is expired."

Cause: the password is older than three months. The system accepted the username and password, then asks for a new one. Fix: set the new password on the card that opens (Password expired). If the old password is forgotten, use Forgot password?; the e-mail code works for expired passwords too. The three-month period cannot be changed from the screens.

Symptom: "Password does not match the regular expression."

Cause: the new password breaks a rule: 8 to 18 characters with upper case, lower case, a digit and a special character. In the SunAuth portal (sign-up, forgot and expired password) the checklist and the final check now use the same rules, so a fully green checklist is accepted. The Change Password screen inside SunPMS (User Profile) still uses its own older check: 8 or more characters and only ! @ # $ % ^ & * _ as special characters.

Symptom: "Username not found." / "User is deactivated."

Cause: wrong username, or the user was disabled. Fix: check the spelling; an administrator re-activates the user in Users.

Symptom: "No group is currently activated. Please contact customer care for assistance."

Cause: every group of this account is inactive. The user is signed out. Escalate to SunTatva (account or billing status).

Symptom: "Please reach out to your Property Administrator to finalize the agreement."

Cause: a new terms agreement is pending and only the owner can accept it (Terms and conditions). Fix: the owner logs in once and accepts.

Symptom: "Your IP is not allowed to access this property" / "Unauthorized: Your IP is not allowed to access this property"

Cause: the IP White List is on and the user is on an address that is not listed. Fix: use an allowed connection or ask the owner to add the address (IP whitelist). The owner is never restricted.

Symptom: sent back to the portal after clicking the property card

Cause: cookies expired or blocked, or the portal and PMS are opened on different domains. Fix: click the card again, allow cookies, try a private window (Open a property in SunPMS).

Symptom: "No Property Access"

Cause: the user is not an owner and has no property assigned. Fix: the owner creates the user and assigns the property (Users).

When to escalate

Locked owner accounts; OTP mail not arriving after Resend OTP and a spam check; "No group is currently activated"; any login message not listed here (quote it exactly).

Tips and FAQ

• Q: Is the username case sensitive? A: Type it exactly as created; use the same case you registered with if a login fails.
• Q: Can staff reset their own password? A: Yes, the same way, as long as their account has a valid e-mail.
• Q: A privilege change does not take effect after login. A: The user must log out and log in again.