If you get the message "Wrong credentials. The user and password combination is incorrect", it may be due to the following reasons:

  1. If you are using the web version, Zapiens may not work properly in your browser

    • The browsers we recommend are Chrome or Safari. Please try one of these two browsers

  2. If you are using the App from a mobile device (tablet or mobile phone) you may not have the latest version of our App installed. Update our App in the Stores


If after performing these verifications, the error message persists, please contact us by clicking on the "New support ticket" link, which you will find at the top right side of this articlespecifying the following information:

  1. Type of error: error message, button block, etc

  2. If you are using the web version, your browser, for example: Chrome, Microsoft Edge, etc

  3. If you're using the App:

    • Mobile device model

    • Operating system of the mobile device

    • Version of the Zapiens App installed

Our Customer Care team will contact you as soon as possible.

Note: We recommend that you do not use the autocomplete option on your device to enter your username, email and password. Sometimes it introduces blank spaces that cause errors in the credentials.

Check out our article on Find information about your mobile device