If you are having trouble logging in, resetting your password, or accessing your account, this guide will help you solve the most common causes.
Follow the steps below — most users are able to log in again within a few minutes.
1. I have forgotten / don’t know my password
If you can’t remember your password:
Go to the login page.
Click "Forgot password".
Enter your email address.
Check your inbox for the reset link (this may take up to 2 minutes).
Follow the instructions in the email to create a new password.
Tip: If you don’t receive the email, see section 3 below.
2. My password reset link isn’t working
If your link is expired or invalid:
Request a new reset link by using “Forgot password” again.
Use the new email immediately — links expire quickly for security reasons.
Make sure you open the link on the same device you requested it from.
3. I am not receiving the password reset email
If the email does not appear:
Check your Spam, Junk, or Other folders.
Search your inbox for the subject: “Password Reset” or “Reset your password”.
Make sure you entered the email address that is linked to your user account.
Add our email domain to your safe sender list (whitelisting) in your email settings
(Click here for the Outlook guide).If you are using a work email, your company’s IT team may be blocking the message — contact them for help.
Your administrator can also send you a new welcome email with a new temporary password.
If none of this works, contact Support and we will help you further.
4. I have not received my welcome email with login details
If you have not received your welcome email containing your login details, your administrator can resend it to you immediately. Please contact your manager or system administrator and ask them to send a new welcome email.
For administrators:
Navigate to:
System Setup > Employees > Search NameClick the three dots on the far right.
Select “Send welcome email.”
5. I am entering the correct password, but I still can’t log in
Tip: Try logging in both on your browser and in your app. Error messages shown in the browser can help identify the issue.
This may happen if:
- Caps Lock is turned on
Passwords are case-sensitive — double-check uppercase and lowercase letters. - Your user account is created but missing a license
In some cases, your user may be created correctly, but does not have an active license.
Without the correct license, you will not be able to access the account — even if your email and password are correct.
Contact your administrator to ensure you have the correct license assigned before trying again.
6. I can’t log in because of two-factor authentication (2FA)
If you use 2FA and can’t gain access:
Make sure you are checking the correct authentication app and that all login details are correct.
Troubleshooting 2FA is handled by your internal IT department, not Mileage Book Support.
If you are not redirected back to Mileage Book correctly, please contact Mileage Book Support.
7. I haven’t paid on time and now my account is closed
If you exceed the payment deadline for your PRO or Premium subscription, your account will automatically be blocked until the payment is registered.
To reactivate your account, simply log in via your browser and renew your subscription.
If you do not renew your subscription within 30 days, your account will be automatically closed.
You will need to contact Support for assistance in reopening your account. This process may take up to 3 days.
8. I still can’t log in
If you still cannot log in after following the steps above, our support team is ready to help.
When contacting Support, please include:
The email address you are trying to log in with
Which platform you are trying to log in from (web browser, fleet app, time app, mileage log app, etc.)
A screenshot of the error message (if possible)
When the issue started
Whether you have already tried resetting your password
This helps us resolve your issue as quickly as possible.