This can be caused for a few reasons including but not limited to:
  • The password needs to be reset.
  • Your admin record is in the API Administrator Admin Group. See this article for more information.
  • Your admin record is not a member of any administrator groups.
  • The admin group your admin record is in has erroneous permissions, specifically the permission below:
    • Offline Donation API - must be set to No Additional Permissions
  • There is an internet issue preventing connectivity.
  • You may have the wrong link.  The login URL should have a structure similar to this example - https://secure[2/3][shortname]/admin/AdminLogin
  • You may have the wrong username.
Things to try:
  1. Have an admin within your organization issue you a password reset email. Note that support cannot reset passwords for security reasons.
  2. Delete your browser cache.
  3. Delete your Luminate cookies.
  4. Close your browser and log in again.
  5. Try a different browser.
  6. Have an admin with similar admin groups verify that they can log in.
  7. Verify the issue is not the link you are using to log into your site. See this article for more information.
If none of the above tips help you to resolve your issue, then please contact support.