Cannot Login to LEAP Web (LEAP 365)

02/12/2025
Knowledge

How To

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DISCLAIMER: This advice may include, but is not limited to, changes to the Windows Registry, Windows permissions, network settings, and antivirus/firewall settings. These actions should only be performed by an experienced IT support professional.

If you're having trouble logging into LEAP Web (LEAP365), try the following steps to diagnose and resolve common login issues:

Verify the URL

Make sure you're accessing the correct LEAP Web website for your region.

Click this link to access your Matters on your web browser: LEAP Web (LEAP 365) for Canada - https://app.leap365.ca/
Credentials

Make sure your username and password are entered correctly.
If you’re unsure or need to reset your password, use the “Forgot Password” link to reset yout password
Reset Password

If you receive an “Unknown username or password” error, please contact a LEAP Admin user to confirm that a LEAP licence has been assigned to your account. The admin can also reset your password directly from their LEAP account if needed.

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If you are locked out of LEAP Web for 30 minutes due to multiple unsuccessful password attempts, please note that the lockout cannot be bypassed. However, a LEAP Administrator can reset your password. This will allow you to access LEAP Desktop with the new password immediately.
Use a Supported Browser

LEAP Web works best with modern, supported browsers:
- Google Chrome
- Microsoft Edge
Avoid using outdated or unsupported browsers, as they may prevent successful login.
Clear Your Browser Cache

Clearing your browser’s cache and cookies can resolve login issues caused by outdated data.

Tip: Try logging in using a private/incognito window to bypass cache-related issues.
Internet Connection

A stable internet connection is essential. Try the following:
- Restart your modem or router.
- Switch to another network if possible.
Antivirus/Firewall
- Add LEAP to your Antivirus and Firewall Exception List.
- Make sure that firewalls, antivirus software, or corporate IT policies aren’t blocking access to LEAP, check with your IT team to whitelist LEAP domains.
If you've tried all of the above and are still experiencing issues, contact LEAP Support for further assistance.

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Last Modified Date

2/12/2025 2:57 am

Title

Cannot Login to LEAP Web (LEAP 365)

URL Name

Cannot-Login-to-LEAP-Web-LEAP-365-CA

Resolution