<![CDATA[<p>What should I do if I get a "login failed" or "locked out" error message?</p><p><span id="bodyfont"><p>You may receive the following error message when logging into <strong>web</strong><em>Café</em>:
<p style="margin-left: 40px"><span style="font-family: Trebuchet MS, Arial, sans-serif; color: red; font-size: 12px"><em><strong>Error</strong></em>: Login failed. Usually this means the username or password you entered is not correct. In some cases your account may have been deactivated or locked out.</span></p>
<p>In most cases when you see the <em>Login failed</em> message, you aren't truly "locked out" in the sense of too many incorrect logins in a row; what's more likely is that something is wrong with the username or password you typed. Make sure you are entering your username without "WHARTON\" or "@wharton.upenn.edu". To check on whether you are using the right password, bear in mind that <strong>web</strong><em>Café</em> works with your Wharton account password, not your PennKey password. You can test your Wharton account using the PLEASE LOG IN box on <a href="http://spike.wharton.upenn.edu" target="_blank">SPIKE</a>; if logging in works there, try again at <strong>web</strong><em>Café</em> using your <a href="https://webcafe.wharton.upenn.edu/eRoom" target="_blank">My eRooms</a> page (see our <a href="http://webcafe.wharton.upenn.edu/tutorials/loggingon.html" target="_blank">tutorial</a> for detailed steps).</p>
<p>If you still can't log in, the most likely explanation is an account or password problem:</p>
<ul>
<li><em>Are you using a Wharton account? </em>PennKey is not compatible with <strong>web</strong><em>Café</em>, although if you have a PennKey and were enrolled yesterday in a Wharton course in the current semester, you can <a href="http://supportcenteronline.com/ics/support/default.asp?deptID=658&task=knowledge&questionID=82" target="support">get a Wharton account</a>. Access to <strong>web</strong><em>Café</em> normally begins six hours after creating your Wharton student or class account.<br />
<br />
</li>
<li><em>Do you need password help for your Wharton account?</em> Provided you had previously set up three password questions, Web-based password reset is available through the Challenge-Response link on the Accounts@Wharton site:<br />
<br />
<a href="http://accounts.wharton.upenn.edu"><strong>http://accounts.wharton.upenn.edu</strong></a><br />
<em>(visit this site using Internet Explorer or Firefox, not Chrome or Safari; you must have </em><a href="http://get.adobe.com/flashplayer/"><em>Flash Player</em></a><em> installed)</em><br />
<br />
If you still cannot log in to either SPIKE or <strong>web</strong><em>Café</em> and could not reset your password online, you will need to contact our Wharton Computing Student Support office, F35 Jon M. Huntsman Hall. The office is open on University business days; hours are posted on the Support <a href="http://spike.wharton.upenn.edu/support" target="_blank">web site</a>. If at all possible, visit the office in person with your PennCard to obtain account assistance; part-time students and others who cannot come to campus may contact Support by phone at 215-898-8600 during the posted office hours at:<br />
<br />
<a href="http://spike.wharton.upenn.edu/support" target="_blank">http://spike.wharton.upenn.edu/support</a> </li>
</ul>
<p>Finally, in the event your Wharton account does work at SPIKE but doesn't work at <strong>web</strong><em>Café</em> -- or if it works with <strong>web</strong><em>Café</em> on other computers, just not the one you are using -- consult our FAQ article on <a href="http://supportcenteronline.com/ics/support/default.asp?deptID=658&task=knowledge&questionID=158" target="support">non-account-related login troubleshooting</a>.</p>
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