Can't log in or account blocked?

This article covers the most common reasons you might not be able to log in to the EcoVadis platform, and how to fix each one.

💡General tip: try incognito mode with a clean link

For any of the login issues below, first try logging in via an incognito or private browser window using this link: www.ecovadis-survey.com/app. This clears any saved login data, cookies, or active sessions that might be interfering, so you can troubleshoot with a clean slate.

Possible causes and solutions

Cause 1: You are logging in with a different email address than the one you registered with

EcoVadis sets your login username to the email address you used when you first registered, and it is permanent. If your email address has changed — for example, your company was renamed or rebranded and your address moved from user@company.com to user@newcompany.com — your username did not change with it, even if the new email was correctly updated on your account.

If you use your new email, the platform does not find any account under that email. So every attempt fails with "incorrect username and/or password." After repeated attempts, you may see a message that this account is blocked.

Important: your real account is not blocked. That message refers only to the identifier you typed, which does not match any account. Your actual account — under your original username — remains fully accessible.

Solution: log in with the email address you originally registered with. This also applies to password resets: enter your original registration email in the Forgot password form. If you enter your new email address, no reset link will be sent, because no account exists under it.

If you would like a new username matching your new email address, contact your platform account administrator — they can create a new username for you under the User Management section on the platform.

Not sure this applies to you? Ask yourself: has your email address ever changed since you first registered — company rename, merger, domain change, or a personal address swapped for a work one? If yes, this is very likely your cause.

Cause 2: Your account is genuinely locked after too many failed attempts

If you were entering your correct username but a wrong password several times in a row, your account can be temporarily locked as a security measure, and after further attempts, blocked.

Solution: Wait for the temporary lock to expire before trying again, and use Reset password rather than guessing. If you see a message that access is permanently blocked, contact your platform administrator. They can re-authorise your account under the User Management section, or you can reach out to our Support team.

Cause 3: You reset your password, but the reset email never arrives

If the reset email does not come, check the following:

• you entered your username (original registration email) in the reset form, not your current email (see Cause 1);
• you are not trying to reset a deactivated account — no reset email can be sent for a deactivated account (see Cause 4);
• check your spam or junk folder, and ask your IT team whether emails from EcoVadis are being filtered or quarantined;
• if your original registration inbox no longer exists, contact support so we can verify your identity and update your account.

Cause 4: Your access was revoked

If you see the message "Your platform access has been revoked. Please contact us for assistance," your account has been deactivated. This can happen for several reasons:

• Long period of inactivity: we may automatically deactivate accounts that have not been used for an extended time as a security measure;
• Manual de-authorisation: an administrator on your company account may have removed your access — for example, during a user review or team reorganisation;
• Hard-bounced email address (emails to your address repeatedly failed to deliver): if your mailbox no longer exists or your domain changed, your account may have been deactivated automatically.

Solution: contact your platform administrator, who can re-authorise your user account under the User Management section, or reach out to our Support team. If your account was deactivated due to an email delivery issue, include your current, working email address so it can be updated on your account.

Cause 5: Your company uses Single Sign-On (SSO)

If your company has set up Single Sign-On (SSO) with EcoVadis, you cannot log in through the standard login page. When you enter your username there, you will see the message:

"To access this account, log in automatically from your company system."

This means your login credentials and authentication process are managed entirely by your company's own identity system (sometimes called an identity provider). We do not manage or store your SSO password, so we are unable to reset or troubleshoot it on our side.

Solution: Access the EcoVadis platform directly from your company system — for example, through your company's application portal or intranet — rather than through the standard login page.

If you are unable to log in this way, contact your company's IT or SSO administrator to check your account credentials and authentication settings. They can also verify whether there are any issues with your company's SSO configuration or access permissions.

Still stuck? Contact us

If none of the above resolves it, open a support ticket via the EcoVadis Help Center. Include the exact error message you see when logging in, along with a screenshot of the failure.

Our team will review your details and help you regain access.