--- title: Troubleshoot - Unable to Login to Counselor Portal description: Troubleshoot - Unable to Login to Counselor Portal --- [Skip to content](https://helpdesk.counselmore.com/troubleshoot-unable-to-login-to-counselor-portal#main-content) English Show submenu for translations [![CounselMore College Planning Software Knowledge Base](https://helpdesk.counselmore.com/hs-fs/hubfs/logos/CMLogo_CCS_wide_trans-w2000-1.gif?width=1116&height=125&name=CMLogo_CCS_wide_trans-w2000-1.gif)](https://helpdesk.counselmore.com/?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations Select below, or search by topic - There are no suggestions because the search field is empty. 1. [Knowledge Base : CounselMore Support](https://helpdesk.counselmore.com/?hsLang=en) 2. [MEMBER BENEFITS](https://helpdesk.counselmore.com/member-benefits?hsLang=en) 3. [Customer Service Support](https://helpdesk.counselmore.com/member-benefits?hsLang=en#customer-service-support) # Troubleshoot - Unable to Login to Counselor Portal ## Troubleshoot - Unable to Login to Counselor Portal 1\) If you are certain the email you are using is registered with CounselMore, go to the [Login Page](https://app.counselmore.com/login) and click the Forgot Password link in the lower right, just above the Login button. ![ForgotPsw](https://helpdesk.counselmore.com/hs-fs/hubfs/Knowledge%20Base%20Import/V1oeLjN4jK7bDXQ8JsMdIJvOFOFDXNBr6w.png?width=399&name=V1oeLjN4jK7bDXQ8JsMdIJvOFOFDXNBr6w.png) 2\) On the Password Reset screen you will enter your email address and click the Send Email button. ![ForgotPsw2](https://helpdesk.counselmore.com/hs-fs/hubfs/Knowledge%20Base%20Import/531pZXfyG8VjrSI5u3N3rYnWp1OkzJIRmQ.png?width=420&name=531pZXfyG8VjrSI5u3N3rYnWp1OkzJIRmQ.png)  3\) You will then receive an email with instructions on resetting your password. After you reset your password you will be able to login.   Occasionally we all forget which email we may have used to register for a specific software tools. If you receive a message like 'Your email address is not found' simply write to support@counselmore.com and we can track down exactly which email address you registered with. **Still can't sign in? It might be your cookies** If you like the gritty details [go here](https://en.wikipedia.org/wiki/HTTP_cookie). Otherwise see below for how to clear your cookies. ### **Please make sure you're using a Chrome Browser.** 1. Click the **3 dots** on the top far right of your Chrome window 2. Click **Settings** in the drop down menu 3. On the left of the window that opens, select **Privacy and Security** 4. Select **Cookies and other site data**![](https://helpdesk.counselmore.com/hubfs/Knowledge%20Base%20Import/YxlS4Ai2WOHgRD-jRpqffOAVtobxetWHug.png) 5. At the bottom of the page that opens, select "**See all cookies and site data**![](https://helpdesk.counselmore.com/hubfs/Knowledge%20Base%20Import/WS0qED13LsR9nWO2t5mckcMsmowuzdXavQ.png) 6. On this next page you'll initially see a long list of sites. To narrow it down, you'll want to locate the search field at the top right and **search for "app.counselmore.com"** 7. 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