Login Assistance 


If the login page will not accept your username/password combination, the quickest resolution is to click on the "Forgot your username or password?" link to have your username and a new password emailed to you.   

I clicked on the Forgot your username or password? link, but I get a message "There is no record of this username or email address in our database" when I click the Send button:

  • If you receive this message after entering your username, it means that a matching username cannot be found in our database. Please click on the link again and try entering the email address The Hanen Centre has on file for you.
  • If you receive this message after entering your email address, it means that a matching email address cannot be found in our database.  Please click on the link again and try entering your username (if you have not tried already) or another email address you use.
If you continue to get this message after clicking the send button, please contact member support.

I clicked on the Forgot your username or password? link, but never received an email:

  • Check your Junk email folder.
  • Add Hanen.org to your safe sender list in your email client, then click on the forgot username or password link again to resend the email.
If you clicked on the "forgot your username or password?" link and entered your username, the email will be sent to the email address we have on file for you. If you are unsure which email address The Hanen Centre has on file for you, it is advisable that you try to reset your password using your email address rather than your username.

If you are still unable to log in, please contact member support.

I received the 'Password Reset' email, but I still cannot log in:

If you are unable to log in with your username and the new password you received by email please try each of the the following, one at a time:
  • Passwords are case sensitive.  Make sure your caps lock is not on, then type in your password making sure that each character is the same case as they appear in the email.
  • Highlight your password from the email.  Then copy and paste it to the login page.  When copying from the email, be careful not to copy any extra characters (like spaces). 
  • Click on the Forgot your username or password? link again to have another email sent to you with your username and a new password.
  • Contact member support for further assistance, and provide specific details on what steps you have taken and the result, including any error messages.
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