Issue:
Getting an error of "Your login to WithSecure™ Partner Portal failed. Please try using a different browser, or you can open a support ticket at: https://www.withsecure.com/en/support" when logging into Partner Portal.
Resolution:
This error message appears typically when user has an existing WithSecure user account, but that account does not have the access rights on it for the Partner Portal. If you have several user accounts, it could be that you are for example logged in to Elements portal with an account that doesn't have Partner Portal access rights. If you then in the same session try to log in to Partner Portal, it will automatically try to log in with the account you are logged in with in Elements portal. Try to therefore close the browser window or open an incognito window before trying to log in again.
If you do not have Partner Portal access rights and you need them, an existing user with Partner Portal access rights can request access for a new user:
- Log in to Partner Portal at https://partnerportal.withsecure.com/s/?language=en_US
- Go to the Home tab
- Select Request New User (from right sidebar in the Additional links section)
- Fill in the user details
- Click on the Send button
It usually takes 1-2 business days for WithSecure to grant the access rights.
If you do not have a colleague who can request the access for you, click on the Request credentials link on the Partner Portal login page. Detailed steps are as below.
- Open Partner Portal login page: https://partnerportal.withsecure.com/s/?language=en_US
- Click on the Request credentials link
- Fill in the user details
- Click on the Send button
If you have requested credentials for Partner Portal and received the Welcome email but you are still unable to login to the portal:
- If you have no WithSecure user account (for example Elements Endpoint Protection, Collaboration Protection or Vulnerability Management user account) from before, make sure you have created one using the registration process from the Welcome email you have received. The registration email is sent from crm-admin@withsecure.com. The account can be created from the following page if you already have received the welcome email https://portal.withsecure.com/signup Use the same email address that you used to request the access rights.
- If you have had a WithSecure user account from before and now receive this error message when logging in to Partner Portal after receiving the Welcome email, open a support request so that we can check the status of your account's user rights.
- If you have several WithSecure user accounts, try to open an incognito / inprivate window in your browser and then try to log in again.
- if you have a network wide ad-blocker active (e.g. Pi-Hole), this is known to cause problems for the login. Try disabling or bypassing this solution.
If you do not receive the Welcome email in your Inbox, please check your spam/junk email folder as it could be filtered by accident and if there is any rule to move mail from subfolders in Outlook.
Article no: 000024790