Troubleshooting login problems on LENA Online

Note: As of July 18, 2022 your LENA username is your email address – specifically, the email address associated with your LENA Online account.

If you are unsure which email address is associated with your LENA account, contact your LENA program manager / account owner, who can look it up for you on the LENA Online users screen.

Did not receive initial account / password setup email

First, check your spam/junk/clutter folders.

  • Reset email comes from [email protected]
  • Subject is "Set up your LENA Online Password"

If it's not there, work with your LENA program manager / account owner, who can check the LENA Online users list for your organization to verify that:

  1. You have been been set up as a user.
  2. The email address is correct.

What to do if the email address is incorrect

Typo in email address

In this situation, the welcome message will never reach the intended recipient.

The administrator who created the account should:

  1. Set the bad account to inactive.
  2. Create a new account with the correct information.
  3. Email [email protected] to request deletion of the bad account. Specify the email address and the user ID.

Valid address but user prefers a different one

If the address was valid but the user prefers to change it to a different one, they should go ahead and set up their password to log in, then follow instructions here to change the address.

Forgot password

  1. Go to the LENA Online login screen: https://o.lena.org
  2. Click Forgot Password.
  3. Enter the email address associated with your LENA user account.
  4. If the email address is associated with an active user account, a password resent link will be sent.

If you use stored passwords in Chrome, remember to update the stored password.

Attempted to change password but did not receive an email

If you don't get the reset email, there are a few possibilities:

  • You entered an email address not associated with an active LENA account. Your program manager can help determine which email address your account uses.
  • The reset email is in your junk or spam folder, or was quarantined by your organization.
  • You previously set up an inbox rule for emails from the reset address, and the reset email has gone there.

Details to help in looking for the email:

  • Reset email comes from [email protected]
  • Subject is "Set up your LENA Online Password"

Forgot which email address is associated with LENA

Your LENA program manager / account administrator can look up this information for you.

Failed login: Wrong email or password

  • You entered an email address not associated with an active LENA account. Your program manager can help determine which email address your account uses.

OR

  • You entered an incorrect password. Try again, or work through the Forgot Password steps.