If you encounter problems logging in to New Relic or using your password, here are some tips.
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Can't find data or accounts you expect?
If you've successfully logged into New Relic but don't see the accounts or data you expect, see Factors affecting access.
Password-related troubleshooting
For general information about New Relic passwords, including password requirements, see our password docs.
Here are some tips for password-related issues.
If you have forgotten your New Relic account password, or if your password does not work, request a password reset from New Relic. If you have access to multiple New Relic logins, also ensure you are using the correct password for the login method you're using
Go to New Relic's login page.
Select Forgot your password.
Type your account email address, and select Send my reset link.
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.
Important
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, get support at support.newrelic.com.
If you forgot your own password or need to request a password reset for your account email, you can use New Relic's self-service options. Admin-level users cannot reset passwords for other users. If you need to reset someone else's password, get support at support.newrelic.com.
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.
If you want to change your password but you see a message that the password reset link expired, try using a private browser or clearing your browser cache and cookies.
Important
The password reset link expires after 12 hours. If you do not quickly receive an email from New Relic after you select the reset link, check your spam filters, contact your organization's email administrator for troubleshooting suggestions, get support at support.newrelic.com.
If you're an existing New Relic user and you've been added to another account, you don't need to create a new password. Your existing password will work for both accounts, and you can switch between accounts after logging in.
Email solutions
For general information about New Relic email settings, see our email settings docs. Here are some tips for email-related issues.
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:
Go to New Relic's login page at login.newrelic.com/login.
Select Forgot your password.
Type your account email address, and select Send my password.
When New Relic's system returns an email message, select the link in it to confirm your account again.
If you don't receive an email from New Relic:
- Check your spam filters. If applicable, add New Relic to your email allow list.
- Get support at support.newrelic.com.
If you complete the signup process and can't log in to your account due to email or password error messages, get support at support.newrelic.com.
If you're trying to create a new account and receive a message that your email 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.
Tip
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+Non Windows andCommand+Shift+Non Mac for most browsing applications.If this still doesn't solve your problem, get support at support.newrelic.com.
Other problems and solutions
To avoid having your users accidentally sign up for New Relic and create unwanted New Relic organizations and accounts, you can set up domain capture.
There is a limit on a user's number of sessions and IP addresses. When that limit is exceeded, you'll see an Active session limit reached message upon login and an option to close open sessions.
If your organization uses a SAML Single Sign On (SSO) solution, you can skip the Password field when you log in. If you need to reset your password, contact your organization's system administrator or IT department as applicable.
If you're an administrator who has recently enabled or made changes to your SAML SSO settings and are unable to log in, there might be an issue with your configuration. Customers on our newer user model can use a special recovery flow to fix any issues. Visit login.newrelic.com/recovery_access to bypass SSO and gain one-time access to your organization.
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.
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.
If you can't 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.