Try each of the following steps in order until the issue is resolved: 

  1. Make sure that the user is assigned the appropriate roles to perform WealthPoint searches.
  2. Verify that the user name and password used to log in is correct
  3. Verify browser and proxy settings are not causing the error message

Note: If similar error messages occur when using PhoneFinder or PeopleFinder, refer to Error: Unable to log into [name of service]. Authentication with serial number failed: authentication exception - cannot retrieve site ID from given serial number. Please verify that your account information is correct. (BB245156).