Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

"Password Incorrect"

Error Message

When attempting to login or making IDD calls, user is prompted "Please enter password followed by the # key" but entering password result with "Password Incorrect"


User do not have/forgot the password.


Usually an internal contact person handles IDD Pin management. Ask the to approach the internal contact persion to retrieve/reset their PIN.

Administrator can also access this page to verify that the password attempt matches Logon PIN or IDD password:

Support Escalation 

When escalating to Administrator/Support Team, please provide the details below:

Users with no access to Focalscope


Error Message: Password Incorrect

Date of call: 

Time of call:

Ext attempted the call:

Number Dialed:

For Login

Error Message: Password Incorrect

Date of login: 

Time of login:

Device ID: 

Ext attempted to login to:

Users with access to Focalscope

Simply provide the Call ID of the attempt.

Let us help

If you have any questions, or need further support, please don’t hesitate to reach out.