Error messages encountered when logging in

Below you will find the typical error messages you may encounter when trying to log into our web services, and how to resolve:

Login Failed - No such Username/Password Combination Exists

This will occur if:

You have entered an incorrect e-mail address when logging in (This will typically be your corporate e-mail address)
You have incorrectly entered your password

How do I resolve?

Select 'Forgot Password' and enter your e-mail address. If you have a registered account, you will receive an e-mail with a new password generated to log in
If an e-mail doesn't arrive, e-mail [email protected] or chat to team member

Please note - if you have entered your password incorrectly 5 times in quick succession, your account will be locked due to security protocols. You can retry the password after 60 minutes, or speak to a member of the team, who will need to manually unlock the account

Unable to Login - account not active

When registering for an account via the Preqin website, you will receive an e-mail to your registered inbox to 'activate' your account.

Please check your inbox/spam inbox for the e-mail. Once you have activated, you should be able to log in.

If you are unable to find your activation e-mail, please e-mail [email protected] or chat to a team member

Account Locked - Password entered incorrectly

This will occur if:

You have entered your password incorrectly 5 times in quick succession

This is part of our security measures. To unlock the account:

You can wait 60 minutes to enter your correct password (or request a new password via 'Forgot Password' on the sign in page)
Speak to a member of the team (either through [email protected] or chat), who will be able to unlock the account for you

Password Reset Requirements

Preqin's Password Policy requirements are as follows:

Minimum 8 characters
Must contain at least one uppercase letter
Must contain at least one lowercase letter
Must contain at least one number or special character
Must not be similar to your Preqin username (e-mail)
Your password cannot re-use the previous 10 passwords you have entered

Your password will also be checked against a list of commonly used/guessable passwords. If your password meets this criteria, you will be required to enter a more personal password that meets the above criteria.

Your Preqin Password will expire every 183 days. You will be notified two weeks prior to the expiration date that your password will require updating. Once the 14 day period has lapsed, you will be unable to access Pro unless you update your password.

If you try to access the Excel Plug-in after the expiration period, you will be sent an e-mail to your dedicated address to update. Once updated, you can re-access the Plug-in with your new details.

Blank Screen/Loading Page

This can typically be resolved through a hard refresh:

On Windows systems [Ctrl + F5]
On MacOS systems [Command + Shift + R]

If you are stuck on the URL pro.preqin.com/callback - remove 'callback' from the address and re-load

If the above doesn't resolve the problem, please view our System Requirements section, which should help you to troubleshoot this problem further and review the next steps.

SSO is not enabled for your account

You will receive this message if your firm isn't currently set up with Single Sign On (SSO).

If your organisation would like to be set up with SSO - please have a member of your tech team e-mail [email protected] - we can then kick off the process of getting you set up.

Error encountered when logged in

When you are logged into Pro, you may see the below error messages:

Get more out of Preqin Pro by adding this to your subscription

You will encounter this message if you click on a link within Pro where there is a '+' sign next to it.

You may receive this message if one of the following occurs:

You aren't subscribed to the dataset within your package

The entity you are trying to view isn't known to be active/previously invested within your Asset Classes
The entity you are trying to view isn't HQ'd/hasn't invested in/have a preference for investing in the regions you are subscribed to.

If you have trial access, it will either be due to the above, or you have reached your page view limits for your trial.

If you believe that this is an error/If you would like to find out more please message a member of the Client Solutions team via chat, or email [email protected]

Account Error Messages