Troubleshooting Login Issues
There are several different problems that could be encountered when logging in. If you are getting one of the following error messages, click the link for the steps to fix it.
Important: Please follow all troubleshooting steps below before reaching out to ARIVE support. In almost all cases, you can solve the issue yourself more quickly than Support would be able to solve it for you."Oops!, something went wrong" when going to the login screen
"Looks like something went wrong" when entering your MFA code
"Unauthorized Access" or "503 Error - Service Temporarily Unavailable"
"Your account has been blocked after multiple consecutive login attempts"
"403 Error - The Amazon Cloudfront distribution is configured to block access from your country"
"Invalid State" after logging in
If you have followed the steps listed for your issue and are still unable to log in:
Please go through the following troubleshooting steps in this exact order (even the ones you've already done):
- Check your computer's Date & Time settings and ensure that Set Time Automatically is on, Set Time Zone Automatically is on, the correct time zone is being selected, and the time shown on your computer clock exactly matches the time shown on your mobile device. Click the Sync Now button if it does not.
- Clear your browser cache and cookies, making sure to set the time period to Lifetime or All Time.
- Close all open web browser windows.
- Open a new browser window and go directly to your company's exact login URL--by typing it in directly, not by clicking a link. (All company login URLs end with .myarive.com, and by default they begin with the company's NMLS number though this can be changed by the Company Admins.)
- If needed, request a password reset (by clicking Forgot?) or a MFA reset (by clicking Reset your MFA) and following the instructions.
- If you still cannot log in after completing these steps, reach out to our support team by emailing support@arive.com or opening a live support chat.
FAQ
Can I disable MFA?
No. Due to the sensitive nature of borrower information contained within the system, multi-factor authentication is required at all times for all users accessing ARIVE.
Can I use email for my MFA instead of SMS text or an authenticator app?
No. The only MFA methods that are currently supported are SMS text or third-party authenticator app.
Can I change or disable the automatic idle logout/timeout?
Users will be automatically logged out after being idle for 5 minutes. Due to the sensitive nature of borrower information contained within the system, this cannot be disabled or extended.
Can I use ARIVE when I'm outside the country?
Officially, ARIVE is not accessible from outside the United States. Unofficially, we are aware that many users are able to connect to ARIVE internationally by using a VPN configured to show a US-based IP address. Our agents are not trained on the use of VPNs and cannot provide any support or troubleshooting for them.
Why is ARIVE running so slowly today?
If you encounter an unexpected slowdown in the ARIVE system, please first troubleshoot your internet connection, and try connecting to the internet through a different network. If the issue persists, reach out to our support team by emailing support@arive.com or opening a live support chat.