Categories:
Pelican Connect app
Troubleshooting
I cannot log into my account. What should I do?
Whenever you are prompted to log into your Pelican Connect app you will want to enter your email address and either your permanent password or use the temporary password sent when your email was added to the site.
If you did not receive a temporary password or have forgotten your password, the log in page will have a button labeled Forgot Password? which can be used to generate a new temporary password for access into your site.
Make sure you are at your individual Pelican site and NOT the MySite’s login page. You cannot reset your password from MySites.
I forgot my password / I want to change my password
1
Navigate your browser to your Pelican Connect app log in screen.
2
On the login screen, select Forgot Password?
3
In the Forgot Password prompt, type in the Email Address you use to login to your Pelican site.
Unrecognized Email Address.
If you see the error message “Unrecognized Email Address”, it means:
- The email address you entered is incorrect, or
- The email address is not linked to this Pelican site.
Steps to Resolve the Issue
Contact Your Administrator
- Inform a site Admin that you are unable to log in and need assistance.
- The Admin can use the User Management Portal to check if your email is linked to the site:
- If your email is not added, the Admin can add it, and you will receive an email from Pelican with a new Temporary Password.
- If your email is incorrect, the Admin can either correct it or delete and re-add it. You will then receive an email with a new Temporary Password.
Contact Pelican Technical Support
- Our Technical Support team can assist you with regaining access to your Pelican site.
- If they cannot confirm your email address, they will inform you of the Admin for your site so you can reach out to be added.
- If you are the Admin:
- Technical Support may request the serial number of your Pelican gateway to confirm you have physical access to the site.
- Once confirmed, they will assist further and add you to the site.
4
If you entered your cell phone number into your site profile, you will be prompted with the option to either receiving a temporary password by email or text message.
5
Depending on what you selected above, a message from notice@pelicanwireless.com with the subject "Pelican Site Manager - Password Reset" should appear in your Inbox.
If it does not, please make sure that you check your Spam Folder.
6
In the message you will see a code made up of 6 numbers. Copy this code.
Navigate to your login screen, type in your email address, and paste the provided code into the password section.
7
A new prompt will pop-up asking you to enter a new Permanent Password.
8
You’re Logged In!
You are now successfully logged into your Pelican Connect app. Remember to save your permanent password, as you’ll need it for future logins.
Tip for Convenience
We recommend setting up your account for easier password recovery:
- Tap the Profile button in the upper-right corner of the app.
- Add your cell phone number to your profile.
This allows you to utilize text message password recovery in case you ever forget your password again.