Help: I can't log in, and I did not get the email I requested

Click on the problem you are having below to see how to resolve it.

I never received my "New User Account" email.

1. Check your junk mail.

Sometimes these emails end up in junk, spam, or clutter.

Look for email from [email protected]

2. Ask your administrator for help.

Check with your LENA account administrator to make sure you really have been set up in the system. (This is the person who is in charge of adding and managing staff users and groups.)

Ask your account administrator to double check the email address that was input when your account was created. If the address is incorrect, here are the next steps:

  1. Administrator corrects the email address.
  2. Administrator tells you your username.
  3. You go to https://o.lena.org/credentials/request
  4. Enter your username, and a password reset email will be sent immediately to the corrected address.

If you are the only account administrator for your organization, please contact LENA support. We may ask you a few questions to verify your identity.

I tried to reset my password, but I did not receive the "LENA Online Password Reset" email.

1. Check your junk mail folder.

Sometimes these emails end up in junk, spam, or clutter.

Look for email from [email protected]

Make sure you are checking the address associated with LENA Online.

Did you create special inbox rules for LENA emails? If so, check the appropriate folder.

2. Verify your username.

An invalid username won't trigger an email. You must use the username provided in your new user account email message. If you no longer have that message, request your username.

3. Ask your administrator for help.

This is the person at your organization who manages user accounts and groups. Your account administrator can:

  • verify that your account is active
  • verify the email address on your LENA account

If you are the only account administrator for your organization, please contact LENA support. We may ask you a few questions to verify your identity.

I requested my username, but I did not receive a "LENA Online Username" email.

1. Check your junk mail folder.

Sometimes these emails end up in junk, spam, or clutter.

Look for email from [email protected]

Did you create special inbox rules for LENA emails? If so, check the appropriate folder.

2. Make sure you are using the email address associated with LENA Online.

3. Ask your administrator for help.

This is the person at your organization who manages user accounts and groups. Your account administrator can:

  • verify that your account is active
  • verify the email address on your LENA account.

If you are the only account administrator for your organization, please contact LENA support. We may ask you a few questions to verify your identity.

If you still do not receive the requested email, please contact [email protected]. Provide your name, your username, and the name of your organization.

We will first verify that the email has been sent successfully. If it has, then the next step may be to work with your IT support to see if your spam filter may be quarantining emails from LENA.