> Source: [sk171313](https://support.checkpoint.com/results/sk/sk171313)

# sk171313 - Cannot log in to Dome9 and reset password e-mail is not being sent

| Property | Value |
|----------|-------|
| Solution ID | sk171313 |
| Date Created | 2021-01-05 |
| Last Modified | 2021-01-13 |
| Technical Level | General |
| Products | Cloud Firewall |
| Versions | R82.10, R81.20, R82 |

## Symptoms

- * Trying to log in with a valid user name and password provides the error: "User name or password is incorrect".

* When the user select "Forgot your password?" to reset the password , an e-mail is not sent to the user.

## Cause

User is attempting to connect to an account in the wrong data center.

## Solution

Select the correct Data center your CloudGuard Dome9 account resides on, for example:

![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk171313/D9Login202012300835251.png)

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content