Problem #

In the Client Area, a client opens their credentials for a WebPros Cloud service and cannot retrieve their Username and Password. The client sees the following message:

The system could not find your credentials. Provisioning may not be complete yet.

Cause #

This occurs for one of the following reasons:

• The service has not finished provisioning, so Manage2 has not returned the credentials yet.
• The client already viewed the credentials. The system displays the password only once and removes it after the client confirms that they saved it, so support cannot recover it.
• The service uses single sign-on instead of stored credentials.

Solution #

To resolve this, identify the cause and follow the appropriate steps:

• If provisioning is incomplete, wait for provisioning to finish. Then, try to log in again. On the client’s service, you can click Refresh License Status to check the current status in Manage2.
• To issue new credentials for a WebPros Cloud service, suspend and then unsuspend the service. Unsuspending a WebPros Cloud service provisions a new license with new login credentials and a new service URL, which the client must use.
• Some products use single sign-on instead of stored credentials. For these services, the client clicks a single sign-on link to access the service rather than retrieving a username and password. For example, to access WebPros Nova, click Log In to Nova.

Last modified: 2026 June 23