Get Back Into Your Account: Sign In, Invitation, and Password Reset Help

Locked out of the Visiting Media platform? Most access problems come down to a handful of causes, and nearly all of them you can fix yourself in a few minutes. Find your situation below and follow the steps.

Find your situation

• Your invitation email never arrived
• Your invitation or activation link expired
• Your password reset email won't come through
• You see an error or keep landing back on the sign in page
• The sign in page is blank or won't load

Your Invitation Email Never Arrived

Someone told you an invitation was sent so you could create your account, but nothing shows up. In most cases the message was filtered, or it went to a different address.

1. Search your entire mailbox, not just the inbox, for "Visiting Media" and for "[e-mail]". Check spam, junk, clutter, and any quarantine digest.
2. Confirm with whoever invited you which email address they used. A single character or domain difference (for example, @hilton.com vs. @remingtonhotels.com) stops the invitation from reaching you.
3. Ask your IT team to allowlist both [e-mail] and [e-mail] at your mail gateway.
4. If your network filters mail heavily, open the message on your phone using mobile data.
5. Still nothing? Ask your Customer Success Manager (CSM) or our support team to resend the invitation to the confirmed address.

Your Invitation or Activation Link Expired

Invitation and activation links stay valid for about five days, so a link left unused while you were out of office will stop working. Getting a fresh one takes only a moment.

1. Check whether a newer invitation arrived after the one you clicked, and always use the most recent message.
2. On the sign in page, select the password reset option and enter the email address you were invited under. This often issues a fresh setup link.
3. If that doesn't produce a working link, ask your CSM or our support team to reissue the invitation.
4. When the new email arrives, complete activation right away rather than saving it for later.

Your Password Reset Email Won't Come Through

You requested a reset on the sign in page, but the email never lands, even after checking spam.

1. Search spam, junk, and any quarantine digest for [e-mail], and allow a few minutes between requests.
2. Confirm the email address on your account is the one you're checking. If your address changed (a domain migration, a name change, or an accented letter), ask your CSM to update it before you request another reset.
3. Ask your IT team to allowlist both [e-mail] and [e-mail].
4. If your account uses Google to sign in, a password reset won't apply. Select Sign in with Google on the sign in page instead.
5. Clear your browser cache, reload the sign in page, and request the reset once more. If it still doesn't arrive, contact our support team to issue a fresh reset or a temporary password.

You See an Error or Keep Landing Back on Sign In

You enter your credentials and either return to the sign in page, see a "must be invited" or "wrong username or password" error, or get asked to create an account you believe already exists.

1. Use the exact email address on your invitation, not a similar address from a different property or brand.
2. If you never set a password on this account, select the password reset link on the sign in page to finish setting it up.
3. Clear your browser cache and cookies, or open a private/incognito window, then sign in again.
4. If you see a "must be invited" error or keep looping back to sign in, contact your CSM or our support team and include the exact error message. Your account may need to be unblocked or set up again on our side.

The Sign In Page Is Blank or Won't Load

A blank screen or a page that won't accept input is usually a browser cache or extension issue rather than an account problem. Clear your browser cache and try again, or open a private/incognito window, before submitting a ticket.

Still Stuck? Here's What Gets You Back In Fastest

Contact your CSM or our support team and include these details so we can resolve it on the first reply:

• The exact email address you were invited under, plus any others you've tried
• The property or properties you need access to
• Which steps above you already tried, and what happened
• The exact error message or a screenshot, if you have one
• Whether your IT team has confirmed [e-mail] and [e-mail] are allowlisted
• Roughly when you last requested an invitation or password reset

Need additional help? Contact our support team and we'll be happy to assist you.