I cannot activate my account

Troubleshooting Forte Login Issues: When Your Information Doesn’t Match

If you’re having trouble logging into your Forte account, you’re not alone. One of the most common reasons for login or activation issues is a mismatch between the information on file in our system and the information you’re entering.

This article explains why this happens and how to quickly resolve it so you can access your Forte account and continue your mental fitness journey.

Why Information Mismatches Happen

When your organization enrolls you in Forte, certain details are shared with us so we can set up your account. Occasionally, one or more of these details may be:

• Entered incorrectly (for example, a digit missing from a phone number)

• Out of date (such as an old cell phone number)

• Different from what you’re trying to use now (for example, a nickname vs. legal name is less common, but contact details are key)

When this happens, our system doesn’t recognize that the person trying to log in is the same person associated with the account we created. To protect your privacy and keep your account secure, the system will block login or activation until the information is verified.

What You’ll Need to Confirm

To resolve this, we typically need to confirm two key pieces of information that are tied to your Forte account:

• Cell phone number

• Date of birth

These details help us validate your identity and make sure we are updating the correct account.

How the Verification and Update Process Works

1. You provide your information

Share the cell phone number you want associated with your Forte account, along with your date of birth. This can be done through contacting us.

2. We review and update our system

Once we receive your information, we check it against what is currently in our system. If there is a mismatch, we update your account so your information is accurate and current.

3. You attempt to activate or log in again

After the update is complete, you can return to the Forte platform and attempt to activate or log in to your account using your confirmed information.

In many cases, once the contact details and date of birth are aligned, you’ll be able to access your account without further issue.

Tips for a Smoother Login Experience

- Use the cell phone number you actively use today, especially if you’ve changed numbers since you were hired or enrolled.

- Double-check that your date of birth is entered in the correct format requested on the screen.

- If your organization uses multiple email addresses, make sure you’re using the one associated with your employment or enrollment, if prompted.

When to Reach Out for Additional Support

If you’ve confirmed your cell phone number and date of birth, your information has been updated, and you’re still unable to activate or access your account, additional support may be needed. In that case, your next step is to contact Forte support or your organization’s benefits or HR team for further assistance.

They can work with us to:

• Verify your enrollment status

• Confirm which contact information is tied to your account

• Help you with next steps if additional verification is required

By ensuring your cell phone number and date of birth match what’s in our system, you’ll help us quickly resolve most login and activation issues. Once everything is aligned, you can focus on what matters most: using Forte to build and sustain your mental fitness.