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"Invalid user/password or user already logged in" message when opening SendSuite Tracking

Learn how to resolve the message "Invalid user/password or user already logged in" when a user opens SendSuite Tracking.
Products affected: SendSuite® Tracking

Issue

When opening SendSuite Tracking, a user receives the message "Invalid user/password or user already logged in".

Cause

The user may be logged in on another computer.

Resolution

To end the user's session:

  1. Open the SendSuite Tracking Administrator interface.
  2. Select Setup.
  3. Select Maintenance.
  4. Select Active Sessions.
  5. Look for the user's ID.
  6. Select End Session.

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UPDATED: 14 August 2021