Troubleshoot password, email address, and login problems

You have problems with your email address or password and are unable to log in to login.newrelic.com/login after you create your New Relic account. Depending on the type of problem, try these troubleshooting tips.

Password solutions

New Relic requires a valid email address and a valid password in order for you to log in and to receive information from New Relic. If you are unable to create your account successfully, or if you have password or other login problems, review these troubleshooting suggestions to try to identify a resolution.

Forgot your password, or your password does not work.

If you have forgotten your New Relic account password, or if your password does not work, request a password reset from New Relic.

  1. Go to New Relic's login page at https://login.newrelic.com/login.
  2. Select Forgot your password.
  3. Type your account email address, and select Send my password.
  4. When you receive a confirmation email from New Relic, select the password reset link, and follow New Relic's password requirements to complete the process to reset your password.

The password reset link expires after 12 hours. If you do not quickly receive an email from New Relic, check your spam filters, contact your organization's email administrator for troubleshooting suggestions, or get support at support.newrelic.com.

Password error messages.

If you complete the signup process and are unable to log in to your account due to password error messages, get support at support.newrelic.com.

Reset password.

If you forgot your own password or need to request a password reset for your New Relic account email, you can use New Relic's self-service options. However, Owners and Admins cannot reset passwords for other account users. If you need to reset someone else's password, get support at support.newrelic.com.

Email solutions

New Relic requires a valid email address and a valid password in order for you to log in and to receive information from New Relic. If you are unable to create your account successfully, or if you have email or other login problems, review these troubleshooting suggestions to try to identify a resolution.

Did not receive new account confirmation email.

When you first create your account, New Relic sends a confirmation email so you can complete the setup process and sign in. If you cannot locate your original account confirmation email:

  1. Go to New Relic's login page at https://login.newrelic.com/login.
  2. Select Forgot your password.
  3. Type your account email address, and select Send my password.
  4. When New Relic's system returns an email message, select the link in it to confirm your account again.

If you do not quickly receive an email from New Relic:

Email address does not work.

If you complete the signup process and are unable to log in to your account due to email or password error messages, get support at support.newrelic.com.

Email error messages.

If you complete the signup process and are unable to log in to your account due to email error messages, get support at support.newrelic.com.

Received message that your email account already exists.

If you are trying to create a new account and receive a message that your email account already exists, get support at support.newrelic.com.

If you have used your password reset link but are not redirected to the password reset page, troubleshoot the following:

  • Your password reset link has expired. You will need to request a new link from the New Relic website.
  • You are experiencing a caching issue. Clear your browsing cache or use a private browsing window before trying the link again.

Private browsing, also known as incognito mode, is a privacy feature to disable browsing history and the web cache. To open a private browsing window, you can use the keyboard shortcut CTRL+Shift+N on Windows and Command+Shift+N on Mac for most browsing applications.

If this still doesn't solve your problem, get support at support.newrelic.com.

General system solutions

For general system problems, try these suggestions.

Option to remain signed in for two weeks does not work.

Depending on your account's subscription level and SAML SSO integration, New Relic's login page may include a checkbox option to remain signed in for two weeks. However, as an additional level of security, your account's Owner and Admins also have the option to set different time periods before account users' sessions time out, or to not allow this option at all.

If you want to use this checkbox option and it does not appear to work correctly, check whether your account Owner or Admins have changed the time period: From the New Relic menu bar, select (account) > Account settings > Security and Authentication > Session configuration. (Users and restricted users can view but not change this setting.)

SAML single sign-on (SSO) problems prevent login.

If your organization uses a SAML Single Sign On (SSO) solution, you can skip New Relic's Password field when you log in. If you need to reset your password, contact your organization's system administrator or IT department as applicable.

System failure errors prevent login.

If you receive failure errors while trying to sign up, a third-party password manager may be triggering New Relic's spam trap. To work around this, try these solutions:

  • Bypass your password manager.
  • Use a different browser to sign up with New Relic.
  • Get support at support.newrelic.com.

Mobile device solutions

If you are unable to log in from your mobile device, the new user authentication time frame may have expired. You must complete this process within 20 minutes of receiving New Relic's confirmation message for your mobile device.

To solve this problem, request another confirmation message to be sent to your device. Also, depending on your New Relic account, additional installation or authentication steps may be required for your iOS or Android app account.

Solutions for other situations

Here are suggestions for other unique situations.

Unable to log in from your New Relic partner account.

With partner accounts, SAML SSO authentication to sign in to New Relic is controlled by the partnership. Depending on the partnership, you may or may not be able to log in directly to New Relic.

Unable to submit a support ticket to get additional help.

New Relic APM accounts begin with a free, trial subscription that includes features and support available to paid accounts. After the introductory period, your subscription level may or may not include assistance from New Relic Support. If you are unable to submit a support ticket and need additional help, search New Relic's Documentation site, or review the questions and answers in the New Relic Online Technical Community.

For more help

Additional documentation resources include:

If you need additional help, get support at support.newrelic.com.