Login and MFA

Check whether you are logging in via the correct link.

Also, make sure you are using the correct email address to log in.

If you have tried these steps and are still having trouble, please refer to the below FAQs.

If you’re encountering a password error, here are some common reasons and solutions:

• Confirm that you are entering your email address correctly. Typos will prevent you from logging in successfully.
• Make sure you’re typing your password correctly, including capitalisation and special characters.
• Check for any trailing spaces in the email or password fields.
• If your password is auto-populating, type it instead. The stored password may be incorrect.
• Ensure Caps Lock is not on.
• If you are unsure of your password, enter your email and click Forgot Password? to reset it.

1. From the sign-in screen, enter your email address and click Continue.
2. Click the Forgot Password? link.
3. Enter your email address again and click Continue.
4. Enter your verification code (sent to your device) and click Verify.
5. Create a new password and click Continue.
6. Once your password has been reset, click Continue to log in.

Note: Your reset link expires after one hour. Repeat the above steps if you do not reset your password within this time limit.

Password reset emails may take up to 15 minutes to arrive. If you are not receiving the password reset email:

• Confirm you are using the correct email address associated with your EP Account and artist profile.
• Check that you entered your email correctly with no typos or trailing spaces.
• Check your junk folder.
• Check that you’re not using a spam blocker.
• After 15 minutes, you may try again but note that continuous requests may result in your account being locked.

If you still need assistance, please contact our 24/7 login helpline for assistance:

• +44 800 031 8393 | UK
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta

To keep your information safe, we require you to choose a strong password that meets the following requirements:

Your password must:

• Be at least nine characters long
• Contain at least one uppercase character
• Contain at least one lowercase character
• Contain at least one special character
• Contain at least one number
• Not contain your name or email address
• Not match any of your last 18 passwords

EP's Password Expiration Policy dictates that passwords expire within 90 days plus the next sign-in. You will be prompted to change your password when you first sign in after your password expires. EP is dedicated to the security and protection of the data it maintains, including individual payroll and studio data. To keep EP’s commitment to aligning with industry best practices, EP requires customary password changes to decrease the risks introduced by lost, old, or stolen passwords.

Your account will automatically lock after five incorrect password attempts. To regain access, wait 30 minutes for your account to unlock and try again or reset your password by selecting Forgot Password? on the sign-in screen.

Note: If you reset your password in the last 60 minutes, your account will not unlock after 30 minutes. Instead, you will need to wait 60 minutes and reset your password again.

Please contact our support team for assistance:

• 1-855-476-0612 | North America
• +61 1800 418 507 | Australia
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta
• +64 800 450 177 | New Zealand
• +44 800 031 8393 | United Kingdom

If you still need help after reviewing the FAQs on this page, please contact our 24/7 login support line:

• +44 800 031 8393 | UK
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta

If you can no longer access the email linked to your account and have forgotten your password, please contact us via this form.

As part of Entertainment Partners’ ongoing commitment to ensuring the highest levels of security for our clients and the industry, EP implemented multi-factor authentication (MFA) across the platform. MFA, which requires that you enter a one-time passcode when you sign in, enhances security, and reduces the risk of unauthorised access by requiring an additional layer of verification to access accounts.

Onscreen prompts will guide you when you sign in. You will first set up your EP Account and then configure it for SMS authentication so you can get your MFA passcodes via text.

You do not have to use SMS authentication; you have the flexibility to continue using any previously set up method or add a new authentication method during any sign-in. However, EP recommends that you do not remove it and keep SMS authentication as a backup.

Providing a phone number will help protect your EP Account, making future support and recovery easier by allowing EP to quickly verify your identity. EP will never use this information to call or text anyone unsolicited. Phone numbers can also make sign-ins more straightforward by texting an MFA passcode directly to that number (SMS authentication). However, SMS authentication does not have to be the default authentication method. You can select a different authentication method during any sign-in.

Although you only need to set up MFA once, you will be prompted to enter MFA with each sign-in to the EP platform or after each period of inactivity.

You will be prompted to enter MFA at each sign-in. If you are signed in and active in your product, you will not need to re-enter MFA.

Follow these steps:

1. On the product sign-in screen, enter your email address and click Continue.
2. Enter your password and click Sign in.
3. Complete MFA by entering the passcode from your usual method, such as SMS or the authenticator app on your phone or desktop. If you set up multiple authentication methods, you can choose the one you prefer.
4. After signing in, you will see the welcome screen. Click Manage authentication methods to open your EP Account administration screens.
5. From the My Account tab, you can add, edit, or remove authentication methods.

Best practice: EP recommends having at least two authentication methods for backup. If you remove all MFA methods without adding another, you may be locked out.

Important: Do not use your browser’s Back button to leave the EP Account administration screens. Close the browser window and re-access your EP product.

1. From the authentication screen, select Settings.
2. On the My Devices screen, click + Add. Follow the prompts and authenticate with your current, primary method to continue.
3. Next, on the Add a New Device screen, scan the QR code to add the Ping Mobile app or select an option from Other Authentication Methods.
4. Once you choose your second method, you'll be prompted to authenticate using it. Your new, second method is then saved to your account.
5. The next time you sign in, choose which method to use by selecting Change Device.
6. Click Settings any time to manage or remove your authentication methods.

Get mobile authentication apps like the Ping Identity (PingID) mobile app from the Apple App Store or the Google Play Store.

EP recommends using SMS authentication as your primary method and then PingID or Google Authenticator as a backup. However, you can use another Time-Based One-Time Password (TOTP) compliant mobile app. Please note that EP is unable to provide direct support for third-party mobile apps. If you need help, contact the app's support team.

If you still have your old device:

1. On the product sign-in screen, enter your email address and click Continue.
2. Enter your password and click Sign in.
3. Complete multi-factor authentication (MFA) by entering the passcode from your usual method, such as SMS or the authenticator app on your phone or desktop. If you set up multiple authentication methods, you can choose the one you prefer.
4. After signing in, you’ll see the Welcome screen. Click Manage authentication methods to open your EP Account administration screens.
5. From the My Account tab, you can add, edit, or remove authentication methods.

Best practice: EP recommends having at least two authentication methods for backup. If you remove all MFA methods without adding another, you may be locked out of your account.

If you do not have your old device or need further assistance, please contact our dedicated login support:

• 1-855-476-0612 | North America
• +61 1800 418 507 | Australia
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta
• +64 800 450 177 | New Zealand
• +44 800 031 8393 | United Kingdom

Contact our dedicated login support line:

• 1-855-476-0612 | North America
• +61 1800 418 507 | Australia
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta
• +64 800 450 177 | New Zealand
• +44 800 031 8393 | United Kingdom

Please check the following:

• Ensure that your MFA app is connected to the internet and that there are no network issues.
• MFA passcodes have a limited lifespan. Make sure you enter the code before it expires.
• If you use multiple email addresses to access EP products, you might have multiple MFA instances set up. When logging in, you select the correct EP option on your authenticator app that corresponds to the email address you’re currently using.
• Clear your browser’s cache.
• If there’s a time difference between the device generating your MFA passcode (e.g., your mobile phone) and the device you’re using to log in to EP products (e.g., your desktop), the passcode might not be accepted. This is common with Google Authenticator, which can be sensitive to time discrepancies.

To determine if the time is out of sync on Google Authenticator:

1. Open the app.
2. Tap the Menu icon.
3. Tap Settings.
4. Tap Time correction for codes.
5. Tap Sync Now.

If you try these steps and are still experiencing issues, contact our dedicated 24/7 login support:

• 1-855-476-0612 | North America
• +61 1800 418 507 | Australia
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta
• +64 800 450 177 | New Zealand
• +44 800 031 8393 | United Kingdom

EP recommends having at least two authentication methods as a backup. If SMS may be unreliable, add the PingIdentity (PingID) mobile app, which can work without mobile or internet service.

Please note that EP Support may be unable to assist with questions directly related to your authentication method. Go to more help here:

• PingID mobile application
• Google Authenticator application
• PingID desktop application

If you continue to encounter difficulties, please reach out to our dedicated 24/7 login support line:

• 1-855-476-0612 | North America
• +61 1800 418 507 | Australia
• 1 800 333 315 | Ireland
• +356 8006 2929 | Malta
• +64 800 450 177 | New Zealand
• +44 800 031 8393 | United Kingdom