UConn & External Users Login Issues
Having trouble logging in? If you are a UConn or external (non-UConn/UConn Health) REDCap user and are unable to access REDCap, review the troubleshooting steps below before requesting assistance.
Important: REDCap Development and Production are separate systems and may have different usernames, passwords, activation status, or account states.
Table of Contents
Step 1: Verify Login Information
Before attempting a password reset, confirm the following:
- You are using the correct username and password for the REDCap system you are accessing.
- Development and Production systems are separate and may use different credentials.
- Do not copy and paste your username or password. Type credentials manually into the login fields.
- Usernames and passwords are case-sensitive.
- Check whether Caps Lock or Num Lock is enabled.
Tip: Login issues are often caused by using credentials for the wrong REDCap environment or by browser auto-fill entering outdated passwords.
Step 2: Account Lockout
After three unsuccessful login attempts, your REDCap account is temporarily locked.
- Wait approximately 5 minutes before trying again.
- Additional failed attempts may extend the lockout period.
Step 3: Duo Two-Factor Authentication (2FA)
If you are accessing REDCap from outside the UConn Health network:
- Ensure Duo 2FA is configured on your smartphone.
- You must be able to receive and approve the Duo push notification.
Important Duo Information
- Phone call and SMS authentication are no longer supported.
- You must use the Duo smartphone application.
- If you cannot use the Duo app, contact the UConn Health IT Service Desk at (860) 679-4400.
Do Not Disturb / Focus Mode
If your phone is in Do Not Disturb or Focus mode, Duo notifications may be blocked.
Notification guides:
Tip: Temporarily disabling Focus or Do Not Disturb mode often resolves missing Duo push notifications.
Step 4: Reset Your Password
To reset your REDCap password:
- Click “Forgot your password?” on the REDCap login page.
- Enter your correct username.
- If the username is valid, an email will be sent to the primary email address associated with your REDCap account.
- Click the link in the email and create a new password.
Important Notes
- Resetting your password in one REDCap system does not reset it in the other.
- Development and Production passwords are managed separately.
- Passwords automatically expire every 90 days.
Important: If your REDCap account has been suspended due to inactivity, password resets will not work until the account is first unsuspended.
Step 5: Account Suspension Due to Inactivity
If you have not logged into REDCap for more than 180 days, your account is automatically suspended.
- You will receive an email notification when suspension occurs.
- Suspended accounts cannot be accessed until they are unsuspended.
- Password resets cannot be completed while an account is suspended.
Unsuspending an Account
UConn Users
- Email redcap@uchc.edu.
- Specify which REDCap account needs to be unsuspended:
- Development
- Production
- Include your PI’s name.
- Once processed, you will receive a password reset email.
External (non-UConn/UConn Health) Users
- Your UConn/UConn Health sponsor (PI) must request the unsuspension.
- Requests must be submitted through the REDCap sponsor dashboards:
Need Additional Help?
If you continue to experience issues or have questions, contact REDCap Support:
Email: redcap@uchc.edu