Troubleshooting Signing In to the Console

Here are the options available to get help when signed in to the Oracle Cloud Console.

To get immediate help with common issues, use Support Chat. See Use Support Chat in the Console.

To see a list of the support options, see Support Requests.

If you're not signed in to the Oracle Cloud Console, use the following instructions to contact support.

1. Go to https://www.oracle.com/cloud/sign-in.html.
2. In the Contact us section, select How can we help?.
3. Select Chat live with Oracle Sales.
4. Select Get Support.
5. Select the type of support you need, for example, Cloud Infrastructure (OCI) including Free Trial.
6. Use the prompt to open Cloud Support Chat.
7. Select a Country/Region, enter your Email Address, and then start the chat.

Or, you can request help by filling out the form Request Help with Your Oracle Account.

Typically, you can contact your administrator by email for help. You can find your administrator's contact information in the account activation email that was sent to you.

To find your account activation email, search your inbox and spam folder for the name of the cloud account or tenancy. You can also search for "Oracle" or the phrases "Cloud Console," "activate your profile," or "activate your account." Note that administrators can modify the account activation email format and the information it includes. Your account activation email might contain additional or different sign-in information.

If you can't find the activation email, you must contact support. See:

• Contacting Support When Signed In to the Oracle Cloud Console
• Contacting Support When Not Signed In to the Oracle Cloud Console

The username can be found in your account activation email.

If your password has expired or you have forgotten it, you can use the Forgot Password? link on the sign-in page to reset your password. Resetting your password is just one method to recover your account. See Recovering Your Account for more information on account recovery options.

If you've attempted to reset your password and haven't received your password reset email, search your spam folder for the name of the cloud account or tenancy. You can also search for "Oracle" or the phrases "Cloud Console," "password," or "reset."

If you can't find the email, contact your administrator. Or, you can contact support. See Contacting Support for information on contacting your administrator and contacting support.

If you have set up more than one 2-step, also called multifactor authentication (MFA), verification method, or at least one 2-step verification method and a bypass code, then you can switch to an alternative login method when you're unable to use your default method to sign in. See Signing In to an Identity Domain Using an Alternative Login Method.

To learn how to set up 2-step verification and generate a bypass code, see Setting Up Account Recovery and 2-Step Verification.

If only one 2-step verification method is set up, then contact your administrator to gain access. See Contacting Support.

If your password has expired or you have forgotten it, you can use the Forgot Password? link on the sign-in page to reset your password. Resetting your password is just one method to recover your account. See Recovering Your Account for more information on account recovery options.

Contact your administrator to generate a bypass code for you. If you need help contacting your administrator, see Contacting Your Administrator.

You can also contact Oracle Support to generate a bypass code for you. If you need help contacting support, see Contacting Support.

To find your account activation email, search your inbox and spam folder for the name of the cloud account or tenancy. You can also search for "Oracle" or the phrases "Cloud Console," "activate your profile," or "activate your account." Note that administrators can modify the account activation email format and the information it includes. Your account activation email might contain additional or different sign-in information.

If you still can't find your account activation email, contact Oracle support to resend one to you. If you need help contacting support, see Contacting Support.

Use the activation link in the account activation email to activate your account.

If you have activated your account and your account is now deactivated (for example, you've locked yourself out), contact your administrator to have it reactivated. Your administrator contact information can be found in your account activation email.

To set up an account recovery email, see Changing Your Account Recovery Email.

If you've set up multifactor authentication to use a one-time passcode (OTP) and haven't received it, you must contact support to resolve the issue. See Contacting Support When Not Signed In to the Oracle Cloud Console.

To learn how to register a new mobile device, see Registering New And Reregistering Existing Mobile Devices.

If you're having trouble signing in to the Oracle Cloud Console using a supported web browser, it might be because of one of the following conditions:

• Caching issues: Your web browser cache might contain outdated information from previously visited web pages causing unintended sign-in issues. Follow your web browser's instructions to clear your web browser cache and try to sign in again.
• Stale browser session: If you're using a supported browser and cleared your web browser cache, follow your web browser's instructions to refresh your browser.

Possible causes of sign-in issues with a supported Firefox browser:

• You're in Private Browsing mode. The Oracle Cloud Console doesn't support Private Browsing mode. Open a new session of Firefox with Private Browsing turned off. Note: When you're in Private Browsing mode, a mask icon is displayed in the upper right corner of your Firefox window.

  If you require Private Browsing, you can set Firefox's dom.indexedDB.privateBrowsing.enabled preference to true to allow the Oracle Cloud Console to save login-related information to local storage. For more information, see Configuration Editor for Firefox.

• You are not using the latest version of Firefox. Upgrade to the latest version. To check if you're using the latest version, follow these instructions: Find what version of Firefox you are using.

  When checking the version, note whether you're using Firefox or Firefox ESR.

• Your Firefox user profile is corrupted. To resolve this issue:

  1. Upgrade to the latest version of Firefox.

  2. Create a new user profile and open Firefox with the new profile. See Profile Manager - Create, remove or switch Firefox profiles for instructions on how to create a new user profile.

If none of the previous suggestions resolve your issue, contact Oracle Support. In your problem description, ensure that you specify whether you're using Firefox or Firefox ESR.