REDCap Login Troubleshooting

For UConn and External (non-UConn/UCHC) REDCap Users

If you are having trouble logging in to REDCap, review the steps below before requesting assistance.

Step 1: Verify your login information

Please confirm the following:

• You are using the correct username and password for the system you are logging into.
  • Development and Production systems are separate and may have different credentials.
• Do not copy and paste your username or password.
  • Please type them manually into the login fields.
• Your credentials are case-sensitive.
  • Check whether Caps Lock or Num Lock is enabled.

Step 2: Account lockout

• After three unsuccessful login attempts, your account will be temporarily locked.
• You must wait 5 minutes before trying again.

Step 3: Duo two-factor authentication (2FA)

If you are logging in from outside the UConn Health network:

• Ensure Duo 2FA is set up on your smartphone.
• You must be able to respond to the Duo push notification.

Important Duo reminder

• Phone call and SMS authentication are no longer supported.
• You must use the Duo smartphone application.
• If you cannot use the app, contact the UConn Health Service Desk at 860-679-4400 for assistance.

Do Not Disturb / Focus mode

If your phone is set to Do Not Disturb or Focus mode, Duo notifications may be blocked. Use the appropriate guide below to allow notifications:

• Android: Limit interruptions with Do Not Disturb (Android Help)
• iPhone: Allow or silence notifications for a Focus (Apple Support)

Step 4: Resetting your password

To reset your password:

1. Click “Forgot your password?” on the REDCap login page.
2. Enter your correct username. If the username is valid, an email will be sent to the primary email address associated with your REDCap account. If it is invalid, you will not receive an email.
3. Click the link in the email and set a new password.

Important notes

• Resetting your password on one system does not reset it on the other.
  • Development and Production passwords are managed separately.
• Passwords automatically expire every 90 days for security reasons.

Step 5: Account suspension due to inactivity

• If you have not logged in for over 180 days, your account is automatically suspended.
• You will receive an email notification when this occurs.
• A suspended account must be unsuspended before a password reset is possible.

How to unsuspend your account

UConn Users

• Email redcap@uchc.edu.
• In your message, specify which account needs to be unsuspended: Development or Production; Provide PI name
• Once processed, you will receive an email with link to reset your password.

External (non-UConn/UCHC) users

• Your UConn/UCHC sponsor (PI) must request the unsuspension.
• Requests can be submitted via the sponsor dashboards:
  • REDCap Production Sponsor Dashboard
  • REDCap Development Sponsor Dashboard

Need additional help?

If you continue to experience issues or have questions, please contact us at redcap@uchc.edu