Receiving this error is a result of one of the following:

1.  The incorrect password or user name was entered.  If this is your first time logging in with this username, ensure that it is not more than 19 characters long. 
2.  The current password has expired.


Try the following in order to resolve the issue:
  1. Ensure you are adding your site ID to the end of your username (ex. If your site ID is 1234 and your username is jsmith, ensure your username reads jsmith1234)
  2. Log in with your current username and password to reset it at this link: https://login2.blackbaudhosting.com/Citrix/BBH/auth/login.aspx
  3. Ensure CapsLock is not on.
  4. Click the "Forgot your user name or password?" link.
  5. Enter your email address, and click Continue.
  6. Click on the link in the email sent to get your username or reset your password.
If the above steps do not resolve the problem, a user with the System Role Administrator security rights at your organization will be able to resolve this by unlocking your account or resetting your password. Please provide the below steps to your System Role Administrator:
  1. Go to Administration
  2. Under Configuration, choose Organizational Units.
  3. To reset the password for a user, highlight the user name affected and click "Reset Password".
Other troubleshooting steps:  Verify that you are logging into Altru.  The Altru login screen is one that you launch from your organization's unique URL, it is not the same as blackbaud.com.  Your credentials for Altru are also different than those for blackbaud.com.