This article guides you through common login issues with AdviserLogic and how to fix them. Working through these checks helps ensure you can successfully sign in and get back to using AdviserLogic with minimal downtime.

When attempting to sign in, you may see different error messages depending on what is preventing access. Each message indicates a specific issue that you can resolve by reviewing the glossaries below.

This error appears when the login details you entered do not match the credentials stored in AdviserLogic.

Make sure your username and password match exactly what is recorded in AdviserLogic, and check that Caps Lock is not enabled. If the error continues and you cannot remember your password, select the Forgotten Password? option to reset the password. Forgot Password?

This error means AdviserLogic cannot locate an account matching the username you entered.

Reach out to your internal system administrator or AdviserLogic Support so they can verify that your account exists and has been set up correctly.

This error appears when something prevents the login process from completing, often due to an active session or browser-related issue.

This error usually occurs because a previous session is still active or the browser cache is preventing a clean login. Close AdviserLogic, clear your browser cache and cookies, reopen your browser, then try logging in again. If you see an option to log out an existing session, select it before attempting to sign in.

This error occurs when multi-factor authentication cannot be validated during the login process.

If your multi-factor authentication is not working, follow the steps outlined in our organisation’s MFA troubleshooting guide or AdviserLogic’s Troubleshoot MFA instructions. This may include checking your authenticator app, resyncing codes, or re-registering your device.

Select the Forgot Password option and follow the prompts. After entering your email address, you will receive an email allowing you to reset the password.

Follow the Forgot Password prompts - Add your email to the empty field and select Reset Password.

A password reset email will be sent to your registered email. Select the Reset Password link within the body of the email. Be sure to check your spam or junk folders.

You will be redirected to a page where you can set your password. To create your new password please ensure all the listed criteria are met and select Reset Password.

Proceed to use your new credentials to log in.

If you are experiencing issues logging into AdviserLogic, some apps or extensions in Google Chrome may be causing a conflict.
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To troubleshoot this error open Google Chrome and select the three vertical dots in the top-right corner of the browser window to open the menu.

Choose Extensions, then Manage Extensions from the dropdown menu.

You will see a list of all installed extensions.

Review the list to identify any extensions that might be causing conflicts. Common culprits include ad blockers, VPNs, or security-related extensions.

To disable an extension, switch off the toggle next to the extension's name. The toggle will turn from blue to grey.

Disable all the extensions, close Google Chrome completely and then reopen it.
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You can now log in to AdviserLogic again to see if the issue is resolved.
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Turn the extensions back on, one by one, whilst logging in to adviserlogic. Once you identify the extension causing the issue, you can leave it disabled or remove it by selecting the Remove button.

If disabling extensions did not resolve the issue, you can enable them again by switching the toggles back to blue.

Sometimes, clearing your browser’s cache and cookies can resolve login issues.
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There are two ways to do this.

Go to the padlock icon in front of the AdviserLogic URL in your browser's address bar.

Select Cookies and Site data from the drop-down.

Select Manage Cookies and site data

Select the Trashcan Icons next to each listing, select Done, and try logging in again.

Alternatively, by opening a new tab in your Google Chrome browser, select the vertical ellipsis (three dots), then select Settings.

Select Privacy and Security then select Clear Browsing Data

Select the browsing history and the cached images boxes.
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​We recommend not clearing the cookies and other site data, as it will log you out of all programs you are signed into.
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However, once you have exhausted all other steps unsuccessfully, this may need to be completed to continue troubleshooting.

Occasionally, your computer will hold on to a previous instance of AdviserLogic, this sometimes occurs when you have selected Remember this browser when logging in.
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There is a logout link that will force the system out of any previous AdviserLogic session.
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If selecting the above link directly doesn't work, please copy and paste the below into your browser.
​https://signin.adviserlogic.com/?action=logout
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If this doesn't work, please complete the Clear Cache steps.

Ensure that Google Chrome is up to date by selecting the three vertical dots, choosing Help, and then selecting About Google Chrome.
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The browser will automatically check for updates and install them if available.

Click Relaunch.

The browser saves your opened tabs and windows and reopens them automatically when it restarts.
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Your Incognito windows won't reopen when Chrome restarts. If you'd prefer not to restart right away, click Not now. The next time you restart your browser, the update will be applied.

Email: [email protected]

Phone: 1800 314 773 or +61 (02) 9276 4527

Live Chat: Accessed via the Support icon in AdviserLogic