This can be caused by:

1. Logging in with a wrong password

Set a new password using the “Request new password” option. If you have not received an email with instructions to set a new password, please check: I have requested a new password, but I am not receiving anything.

2. You are logging in with an incorrect username

Please contact your user administrator. They will be able to view your details.

3. You are logging in on the wrong login page

Are you sure you are logging into the correct login page? Some organisations use a special login page, for example: www.kcmsurvey.com/organisatiex. Do you have doubts about the correct login page? Please contact your user administrator.

4. Your account is no longer active.

After not having logged in for (in most cases) 13 weeks or 5 times entering incorrect login details, your account will be blocked. Please contact your user administrator to reactivate your account.

5. No account has been created for you yet.

It sometimes occurs that no KCM account has been created for you yet. Please contact your user administrator to check this and possibly create an account.

Some organisations have chosen to make the KCM accessible only from a certain IP address, so that users can only access the KCM from the office. Is this also the case with your organisation? In this case, make sure that you login from a permitted location.

Please contact your user administrator. They will be able to view your details.

Choose request a new password on the login page. If this does not work, please contact your organisation's user administrator.

There are four possible causes:

1. The mail is listed in your spam messages

It is possible that the e-mail containing the link to set a new password has ended up in the spam filter of your inbox.

2. You log into a special login page

Do you use a special login page (e.g. www.kcmsurvey.com/organisatienaam)? Then you need to request your new password on this page and not on www.kcmsurvey.com.

3. Your account is no longer active

After not having logged in for (in most cases) 13 weeks or 5 times entering incorrect login details, your account will be blocked. It is then no longer possible to request a new password. Please contact your user administrator to have your account reactivated.

4. You enter an e-mail address not known to us.

When logging into the KCM, we do not indicate whether an e-mail address exists for security reasons. Do you doubt if your e-mail address is linked to your user account? You can check this with your user administrator.

We find it important that the KCM Platform is as secure as possible and therefore we set a number of requirements for your password:

• at least 1 lower case letter;
• at least 1 upper case letter;
• at least 1 digit;
• at least 8 characters long;
• the password differs from the last 6 passwords you used.

Let's say you keep getting the message that your login details are not correct. You report this to your account manager, who will e-mail you to reset your password. This will work, but the next time you login, you will receive the message that your login details are incorrect.

It is possible that you enter the wrong username. Check if your username is correct with the user administrator of your organisation.

Sometimes it is not possible to login with a new password. The reason could be that your old password is stored in the browser. You can find this out by following the steps below.

Steps Google Chrome:

Click on the three dots at the top right. Then click on “settings”. Browse for “passwords” in the search bar. Between the search results, you will see “Manage passwords”. You will now see a list of the saved passwords. To the right of the account which password has been saved, there are three dots. Click on the dots and then click on “details”. You can now click on the eye to see the current password.

Steps Internet Explorer:

Click on the settings symbol (see screenshot below).

Then click on “Internet options” and the “Content” tab. Then click on “settings” next to “automatic filling” (see screenshot below).

Then click on “password management”. Here you can view your current password.

If you need to login using two-step verification, then the first time you login, you will see the message below with instructions about Google Authenticator and a QR-code image. This instruction states that the Google Authenticator app must be installed on a smartphone. With this app, the QR-code is scanned, after which the user can log in.

Once you have successfully entered the code, you can proceed to the dashboard.

The two-step verification is now fully set up.

When you login next time, only the screen below will appear. All you have to do is enter the verification code and proceed to the dashboard.

Instruction

On www.kcmsurvey.com, you can see whether a malfunction is currently known, and you can also report a malfunction yourself.