"Wrong Email or Password" Error Message in the MortgageCoach App

If you receive the message “Wrong Email or Password” when attempting to log in to the MortgageCoach App, please refer to the following instructions for email verification, resetting your password, or first-time login.

Email Verification for the MortgageCoach App

Verify that you are using the correct email to log in to the MortgageCoach App. Note that:

• Legacy Sales Boomerang clients will use the same credentials used to log in to the SalesBoomerang Dashboard. 
• Other credentials (e.g. MortgageCoach or Resource Hub logins) do not apply to the MortgageCoach App.

If you are using the correct email address, please proceed to the applicable section below to reset your password or create a new login to the MortgageCoach App.

Resetting Your Password for the MortgageCoach App

If you’re using the correct email and receiving the “Wrong Email or Password” error message, you need to change your password for the MortgageCoach App. Complete these steps:

1. Access the MortgageCoach App on your device.
2. On the login screen, enter your email address and click the Continue button.
3. Click the Forgot Password link.
4. In the Email field, fill in the email address that you use to log in to SalesBoomerang/TrustEngine.
5. If prompted, click the checkbox next to I'm not a robot or complete the reCAPTCHA challenge and click the Verify button.
6. Click the Reset button and you should see a “Check your email” message.
7. Check your email account for an email from no-reply@auth0user.net with the subject line "Reset your password”. Please note that an email will only be sent if a SalesBoomerang account exists under that email address.
8. In the password reset email, click the Confirm button.
9. Fill in a new password in the Password and the Confirm Password fields. Please note that a valid password must contain:
   • At least 8 characters
   • At least 3 of the following:
     1. Lower case letters (a-z)
     2. Upper case letters (A-Z)
     3. Numbers (0-9)
     4. Special characters (e.g. !@#$%^&*)

          … and both the Password and Confirm Password fields need to match.

10. Once both password fields are completed and meet the above requirements, click the Reset Password button.
11. If successful, you will be presented with a message saying “Password Changed!”
12. Re-access the MortgageCoach App on your device to initiate login with your new password. (Note the Back to TrustEngine button does not take you back to the app at this time).
     

First Time Login to the MortgageCoach App

The first time you log in to the MortgageCoach App, complete these steps:

1. Access the MortgageCoach App on your device.
2. On the login screen, fill in the email address that you use to log in to SalesBoomerang, and click the Continue button. (A Sales Boomerang user account is required.)
3. Enter your SalesBoomerang password and click Accept to log in to the MortgageCoach App.

NOTE: If you don’t know your SalesBoomerang password, click Forgot Password and complete these steps:

1. Click the Forgot Password link.
2. In the Email field, fill in the email address that you use to log in to SalesBoomerang/TrustEngine.
3. If prompted, click the checkbox next to I'm not a robot or complete the reCAPTCHA challenge and click the Verify button.
4. Click the Reset button and you should see a “Check your email” message.
5. Check your email account for an email from no-reply@auth0user.net with the subject line "Reset your password”. Please note that an email will only be sent if a SalesBoomerang account exists under that email address.
6. In the password reset email, click the Confirm button.
7. Fill in a new password in the Password and the Confirm Password fields. Please note that a valid password must contain:
   • At least 8 characters
   • At least 3 of the following:
     1. Lower case letters (a-z)
     2. Upper case letters (A-Z)
     3. Numbers (0-9)
     4. Special characters (e.g. !@#$%^&*)

     … and both the Password and Confirm Password fields need to match.

8. Once both password fields are completed and meet the above requirements, click the Reset Password button.
9. If successful, you will be presented with a message saying “Password Changed!”
10. Re-access the MortgageCoach App on your device to initiate login with your new password. (Note the Back to TrustEngine button does not take you back to the app at this time).