Overview
Most sign-in problems come down to one of three things: the wrong email address, the wrong sign-in method, or a reset email that was filtered. This article covers all three, plus what to do if your courses turn out to be under a second account.
First: Which Email Address Is Your Account Under?
Your courses, certificates, and completion history belong to the account they were purchased under. Signing in with a different address will show you an empty or unfamiliar dashboard even though the sign-in itself succeeded.
Before troubleshooting anything else, check your purchase receipt email — the address it was sent to is the address your account uses. Many customers enroll one year with a work address and the next with a personal one, or buy with one and try to sign in with another.
If You Signed Up With Google
If you created your account using Sign in with Google, your account has no Adviser CE password.
Use the Sign in with Google button, not the email and password fields
"Forgot Password" will not help — with no password set, the reset flow has nothing to reset and may appear to do nothing at all
If you are not sure which method you used, try Google sign-in first; if that lands you in an empty account, sign out and check your receipt email for the address the account is actually under.
If You Need a Password Reset
Go to the sign-in page and select Forgot Password
Enter the email address your account uses
Follow the link in the email you receive
The reset email never arrived
In order of likelihood:
It was filtered. Check spam, junk, and any corporate quarantine. This is by far the most common cause.
The address doesn't match an account. The reset email is only sent when the address matches an existing account — a typo or a different address produces no email and no error message, so "nothing happened" usually means "no account with that address." Try any other address you may have used.
Your firm's mail server blocked it. Some corporate mail systems reject external senders. Try a personal address, or ask your IT team to allow mail from adviserce.com.
If none of these apply, contact us — we can confirm which address your account uses.
If You Have Two Accounts
This is worth resolving promptly rather than working around, because completions are reported under the profile of the account that completed them. Continuing in a second account can send your CE to FINRA under incomplete or mismatched details.
Signs you have two accounts:
Courses you purchased are missing from your dashboard, but you have the receipt
Certificates from a previous year are not listed alongside this year's
A course you know you finished shows as available for purchase again
What to do: contact us at [email protected] with both email addresses and, if you have them, the relevant order numbers. Do not start coursework in the newer account before contacting us — it is much simpler to resolve before completions accumulate in two places.
If you bought the same course on both accounts, tell us before you complete the second one. While one of the two is still incomplete we can refund it. Once the same course has been completed on both accounts, we cannot: each completion is reported to FINRA separately and carries FINRA's per-credit reporting fee, which we pay at submission and cannot recover. You would also gain nothing from the second completion — a course counts toward your IAR CE requirement only once. See Refunds, Cancellations, and Purchasing the Wrong Course.
Keeping Your Profile Correct
Whichever account you use, your first name, last name, and personal CRD number must match your FINRA record exactly, or your completions will be rejected when we report them. Update these under My Account at any time. See Fixing a Name or CRD Mismatch.
Need Help?
If you have trouble logging in, accessing your courses, or confirming completion, please contact the Adviser CE support team for assistance at [email protected].