Having trouble logging in?

This troubleshooting guide should get you back up and running.

In this article:

Why am I seeing an “incorrect login details” error?

If you see the message “Your login details are incorrect, please try again” when attempting to log in to Glean, either the email address or password you are entering are not recognized by our system.


What is my login email?

Your login email is the exact email address your Glean invite email was sent to.

If you have been invited to use Glean by your college or university, your login email is assigned by the Glean Administrator at your institution.
This will typically be your university-provided email account.

Using the right email alias

The email address you use to log in must exactly match the information held in our system.

You may have multiple email aliases linked to a single email account (e.g. walter.llamaman@glean.edu; wl2007@glean.edu; walter@llamas.glean.edu).
To check which email alias is your login email, search your email for messages from hello@glean.co and check the “to” field for the exact email address used.

Retrieving your login email

If you don't remember your login email, search every email account you use for messages from hello@glean.co, to check which email address we hold for you.

If you still can't locate your Glean login details, you can either:

  • Contact the Glean Administrator for your institution.
    If you are not sure who this is, try the department which provided you with access to Glean.

Or

  • Contact our Support team via the Contact Us link on the Glean login page.
    • We take users’ account security seriously, and our Support team will need to verify ownership of your account before any information can be shared or changed.
      When contacting our Support team for help with logging in, please provide the following information:
      • Name of the institution which provided your access to Glean (if appropriate).
      • Your full name.
      • Your email address and/or any email aliases your account may be linked to.
    • N.B. Our Support team do not have access to your password.

How do I reset my password?

Forgotten your password? Just follow the steps below to reset it:

  1. Click the Forgotten Password link on the Glean login page. 
  2. Enter your email address in the Email box.
    Make sure to type your email address carefully!
  3. Click Submit.
  4. You'll receive a password reset email - just click the link to reset your password.

I requested a password reset, but I have not received a password reset email

If, after requesting a reset of your password, you don’t receive a password reset email, do the following:
  • Check your Spam or Junk Mail folder.
  • Search for an email with the title “Glean Password Reset Link”.
  • Wait five minutes for the password reset email to arrive.

Still experiencing issues?

Contact our Support team via the Contact Us link on the Glean login page.

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