Trouble signing in

Account · For everyone · Updated Oct 20, 2026 · 4 min read

You sign in to the ICAA portal with the email address of your portal account. That is the address your organization joined with, or the address your invitation was sent to. Choose Log in at the top of any page.

The ways to sign in

1. Continue with Google. Use a Google account that has the email address of your portal account.
2. Continue with Microsoft. Use a work, school or personal Microsoft account that has that address.
3. Email and password. Type the address and the password you chose for the portal.
4. Sign in as ICAA Staff. For ICAA staff only, with their ICAA account. Staff have no portal password and cannot use the other three ways.

The page shows only the ways this site offers. Signing in never creates an account: when no portal account uses your address, the page says so.

First time here, or forgotten password

1. On the sign-in page choose "First time here, or forgot your password?".
2. Enter the email address of your portal account. A link is sent to that address.
3. Open the link within 60 minutes and choose a password of at least 12 characters. A sentence of several words is a good password. The link works once.

No message after a few minutes? Look in the junk folder. If it is not there, no portal account uses that address: ask the owner of your organization to invite you.

"Check your email" after Google or Microsoft

Your Google or Microsoft account names your address, but does not confirm that the address is yours. A link was sent to the address of your portal account. Open it within 30 minutes and confirm. After that the account signs you in directly and you are not asked again.

Too many wrong passwords

After 5 wrong passwords in a row, password sign-in for your account pauses for 15 minutes. Wait, or set a new password with "First time here, or forgot your password?". A Google or Microsoft account you connected still signs you in during the pause.

Other messages

• No portal account for this address. You signed in with an account whose address is not on a portal account. If you have several Google or Microsoft accounts, choose the one with the address your invitation was sent to. Otherwise ask the owner of your organization to invite that address.
• Account deactivated. An owner of your organization can reactivate your account on the Organization page.
• Use the "Sign in as ICAA Staff" button. The account belongs to ICAA staff. Choose Sign in as ICAA Staff on the sign-in page.
• Changed email address. Your portal account keeps the address it was created with. If your organization changed its email domain, ask an owner to invite your new address, or contact ICAA.

Change how you sign in

When you are signed in, open Sign-in settings at the end of the side menu. There you set or change your password, connect a Google or Microsoft account (it may use another address than your portal account), and remove a way you no longer use. Your last way to sign in cannot be removed. Changing your password or removing a way signs you out on your other devices.

Still locked out

You do not need to sign in to get help. Use the email address or phone number under Contact ICAA on the Help Center home page. An agent opens a ticket for your organization and checks your account. ICAA cannot see your password and cannot set one for you.

A colleague cannot sign in

The owner of your organization can check the user list on the Organization page. A person who is not on the list needs an invitation first.