CAST HIGHLIGHT - Web - Login - What to do if your Account gets Locked Out

Account gets locked out after three repeated failed login attempts.

You might see the error " Login or password incorrect(too many attempt might lock account) " or company managed account.

NB: Please note that there is no password expiration policy in place for Highlight.


The user can unlock the account by using the "Forgot Password" link available at the login page.

  1. Click on "Forgot Password"  link  available in the login page. See pointer 1 in the below screenshot.1.JPG
  2. Enter your Highlight login correctly. See pointer 2 in the below screenshot.
  3. Click on the "Reset" button. See pointer 3 in the below screenshot.2.JPG
  4. You will receive an email with a link to provide a new password for your account. This link will be valid only for 1 hour.
  5. Change the password if needed and re-check whether you have entered all the credentials correctly.
  6. Ensure that you are using a standard password meeting the following criteria 

    ▪ Minimum length of 10 characters 

    ▪ Must contain at least one alphabetic character 

    ▪ Must contain at least one lower case character 

    ▪ Must contain at least one upper case character 

    ▪ Must contain at least one numeric character

    For companies which require stronger passwords for third-party solutions (i.e.: Highlight), the
    CAST Highlight platform administrator may have specified additional password requirements:
    ▪ Password must contain at least one special character (e.g.: #-?@)
    ▪ Minimum length can be extended to comply with your policy (e.g. 14 characters)
    Please check with your Portfolio Manager.
  7. If you are  not able to reset your password
      1. Check if Single Sign On is enabled in your organization for Highlight, then the traditional login will not work. Check with the proper URL for SAML login (e.g.,<company123>) instead of the  traditional login (
      2. Check whether your account is not deleted from Highlight. If deleted please contact your Portfolio Manager, to add and re-invite you to Highlight.
      3. Ensure that your mail ID is registered in Highlight. If not registered contact your Portfolio Manager to add you to Highlight in the appropriate role. Please refer 

        CAST HIGHLIGHT - User Administration - How to get invited for the appropriate Role in Highlight

      4. Please check out all the other possibilities for not able to reset the password in CAST HIGHLIGHT - Web - Login - Forgot Password option for Resetting Password is not working
  8. If you are still not able to login, please contact your Highlight administrator or email CAST Technical Support at 

NB :If is a demo/trial account with a common password, reactivation by the "forgot password" method wont work. User might also not get any error message. If it is a trial account  eg  hosted in then follow CAST HIGHLIGHT - Sandbox - Demo - "Login or password incorrect (too many attempts lock the account) or company-managed account."

Zendesk Ticket Number  

21530, 26090, 26745, 36105, 37703


Related Article

CAST HIGHLIGHT - Web - Login - Forgot Password option for Resetting Password is not working

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