QualysGuard login troubleshooting
How do I access QualysGuard?
Access QualysGuard through one of the following sites:
- US Data Center: https://qualysguard.qualys.com
- Europe Data Center: https://qualysguard.qualys.de
Why do I get an "Invalid credentials" error?
When logging into the QualysGuard service, the user login and password entered did not match the information we have stored at our Security Operations Center (SOC). Please check to make sure the information you entered is correct. Note that user logins and passwords are case sensitive so make sure Caps Lock is turned off.
If you do not know your password, you can contact another user in your subscription who can reset your password. Any Manager or a Unit Manager in your business unit can reset your password. To reset your password, the other user should log into their account and go to User Accounts on the left menu. On the Edit User page, click Advanced, go to the Password section and click the Change button. When prompted, click Confirm. A new password is automatically generated and an email with login instructions is sent to you.
If you do not know your user login, contact another user in your account and request that they look it up for you. To do this, the other user can go to User Accounts on the left menu, locate your account in the list, and select Edit to edit your account. On the Edit User page, your username is displayed.
If you need additional help, email Customer Support at support@qualys.com.
I don't know my password. Can it be reset?
Yes, your password can be reset. If you have lost or forgotten your password, contact a Manager in the subscription (or a Unit Manager in your business unit, if applicable) and request that they change your password through QualysGuard. A new password will be automatically generated for you. You will receive an email with a link to new login credentials.
If you are the only user in the subscription and you've lost your password, then please contact Qualys Support at support@qualys.com to have your password reset.
I got the error "The activation key is not valid" when I clicked on the activation link in my email. What does this mean?
The new activation link is a one-time-only link. Once the link has been activated, it will no longer function. This protects you in the event someone intercepts your email. Double-clicking the link will also cause it to deactivate. Some corporate networks use devices that will check the link prior to email delivery. These devices may also cause the link to deactivate.
Follow the instructions in "I don't know my password. Can it be reset?" above to receive another email with a link to new login credentials.
How do I change my password?
Log into QualysGuard. Then go to Setup->Change Password.
- If you have the option to define your own password, enter your current password in the field provided. Then enter a new password in the New Password field, following the strong password tips. Confirm your new password and click Save. Log back into QualysGuard using your new password.
- If you do not have the option to define your own password, enter your current password in the field provided and click Save. A new password will be automatically generated for you. Log back into QualysGuard using your new password.
QualysGuard PCI login troubleshooting
Why do I get an "Invalid credentials" error?
The user login and password entered do not match the information we have in our database. Please check to make sure the information you entered is correct. Note that user logins and passwords are case sensitive so make sure Caps Lock is turned off.
If you do not know your password, you can click the "Forgot Password" link on the login page to have a new password automatically generated for you. You will receive an email with a link to your new credentials. Alternatively, contact another user in your account and request that they reset your password through QualysGuard PCI. To reset another user's password, log into your account and go to Account->Users on the left menu, and then select edit for the user account in question. Select the "Reset Password" link. A new password is automatically generated for the user's account and an email with login instructions is sent to the user.
If you do not know your user login, contact another user in your account and request that they look it up by going to Account->Users and selecting Edit for your account. Your username is displayed on the Edit User page.
If you need additional help, email Qualys Support at support@qualys.com.
RSA login troubleshooting
Why do I get the error "Invalid Tokencode or PIN"?
Either the tokencode, PIN, or both were entered incorrectly on the SecurID Authentication page. Click the Back button on your browser and try again.
I got the error "Invalid Request". What does this mean?
For the first login, before you have a PIN established or after resetting your PIN, enter the tokencode only. You will be prompted to create a PIN.
For all subsequent logins, you must enter your PIN+tokencode in a single entry.
I got the error "Unable to detect cookies". What should I do?
Make sure your Web browser accepts cookies. At a minimum, the browser should accept cookies from the originating site.
Why do I get the error "Your new PIN has been rejected"?
Make sure to follow PIN guidelines displayed online. Your PIN may contain 4 to 8 digits. Click the Back button on your browser and try again.
How do I reset my PIN?
Please contact Qualys Support at support@qualys.com.
How do I replace a lost or expired token?
Please contact Qualys Support at support@qualys.com.
