Technical FAQs
Whether you're experiencing login errors, trouble receiving emails, or other technical issues, this page provides answers to help you resolve the most common problems.
If you still need assistance, our team is here to help—just give us a call at 1-800-473-6879.
General questions
Why isn’t my page loading?
There are several things that can cause a page not to load. Luckily, most of them can be fixed with a few basic troubleshooting steps:
Always enter the portal from www.sentry.com. Pages bookmarked from within the portal don't connect correctly.
Clear the cache in your internet browser. Go into your browser settings and look for an option to delete browsing data or delete cached images and files.
Close your browser completely and open a new window. If you're not already, we recommend using Chrome or Edge.
Update your browser. Check if you’re running the latest version in your browser settings.
I’m not receiving Sentry emails.
Your inbox may automatically flag Sentry emails as spam. First, check your spam or junk folder for emails from noreply@sentry.com. If found, move them to your inbox and add us to your safe sender list.
If you didn’t see them in your junk or spam folder, or you’re still not receiving them, contact customer support for help.
Help with username and password
Try entering your primary email address as your username. Still stuck? Call customer support at 1-800-473-6879, and we’ll securely send it to you.
You can reset it during the login process. Follow these steps:
Enter your username and click Next.
Click Forgot password under the verification button.
Check your email for a link to reset your password.
Set your new password—you’ll be logged in automatically.
If you don’t receive an email within 10 minutes, check your spam folder or contact customer support.
Multi-factor authentication (MFA)
Multi-factor authentication (MFA) adds an extra layer of security by requiring two ways to verify your identity—such as a password plus a code via text or email. It’s also known as two-step verification.
After you log in with your password, you’ll be asked to verify your identity. You can choose to receive a unique code through text message, email, or Google Authenticator.
If you select Remember me, you won’t be required to complete two-step verification on the same device and/or browser for 180 days.
This generally occurs if your browser cookies or cache were cleared and the Remember me function reset.
Some browsers have an option to automatically clear cookies or cache when closed. Check your settings to see if this option is checked and disable it.
Some browsers have ad-blockers enabled, which can block cookies used for Remember me tracking. Try adding sentry.com to your ad-blocker exclusion list.
If you continue to have MFA issues, contact customer support at 1-800-473-6879.
Error messages
You may not have the right permissions to access that page or portal. Call customer support to review and update your account.
This error can appear when you try to access a page that’s been updated or moved to another location. The information you’re looking for is probably still on the website or portal. Try using the navigation menus to find the page you’re looking for.
This is usually a temporary, unexpected system error. To fix this issue:
Reload the page after waiting a moment.
Clear your browser cache and try again.
Need help clearing your cache? Check your internet browser’s help center or contact our customer support.
This happens when web servers aren’t connecting properly. To fix this issue:
Reload the page.
Clear your cache.
Update your browser—we recommend using Chrome or Edge.
If you're on a corporate network, reach out to your IT department to help.