If you're having trouble completing the Secure Sign-In update or signing in to SkillMarket, try the suggestions below before submitting a support ticket.

Many first-time sign-in issues are caused by an older browser session or cached sign-in information.

Before trying the troubleshooting steps below:

• Sign out of all open SkillMarket windows
• Close all browser windows
• Open a new Private or Incognito browser window (to force a fresh log-in)
• Type www.skillmarket.com directly into your browser's address bar
• Start the Secure Sign-In update again from the Existing Users section

If the issue continues, review the troubleshooting topics below.

The Microsoft Sign-In Window Doesn't Open

If nothing happens after selecting Create Secure Sign-In or the Microsoft sign-in page does not appear:

• Allow pop-ups and redirects for SkillMarket in your browser.
• Close any open Microsoft or SkillMarket sign-in windows.
• Restart the update using a new Private or Incognito browser window.
• If the problem continues, try another supported browser (Chrome, Edge, Firefox, or Safari).

I Didn't Receive My Verification Code

If you selected Email and password and did not receive the 8-digit verification code:

• Confirm you entered the correct email address.
• Check your Junk or Spam folder.
• Wait a few minutes and request a new code.
• Make sure you can access the email account you are using for Secure Sign-In.

If you still do not receive the code, submit a support ticket.

I Received a Technical Error Message

Did you see a technical error message shown in red or as a ribbon/banner across the screen during the update? Sometimes these mention "Missing Token," "Invalid Login," or any other technical error. These errors can be caused by older browser sessions or cached sign-in information. 

Please try the following:

• Close all browser windows.
• Open a new Private or Incognito browser window.
• Go directly to www.skillmarket.com (don't click through any stored/saved bookmarks).
• Restart the Secure Sign-In update.

If the error appears again:

• Try another supported browser.
• Clear your browser's cache and cookies.
• Take a screenshot of the exact error and submit a support ticket.

My Existing SkillMarket Profile Didn't Appear

If you successfully completed Secure Sign-In but your existing SkillMarket profile is missing, DO NOT create a new SkillMarket profile.

Submit a support ticket so your existing account can be reviewed and linked correctly. Be sure to include the email address, first name, and last name associated with your original SkillMarket profile.

I Selected the Wrong Sign-In Method

If you accidentally selected the wrong Google, Apple, LinkedIn, or email account during setup, stop the update and submit a support ticket before creating another account or profile.

I No Longer Have Access to My Email Address

If you cannot access the email address needed for Secure Sign-In or to receive a verification code, submit a support ticket for assistance before attempting to create another account.

I'm Using a Mobile Device

If you're completing the Secure Sign-In update on a phone or tablet and encounter an unexpected error:

• Completely close your browser
• Open a new browser and go directly to www.skillmarket.com
• If needed, try using a different mobile browser or complete the one-time update from a laptop or desktop computer.

Still Having Trouble?

If you continue experiencing problems after trying the steps above, submit a support ticket and be sure to include: 

• The email address associated with your SkillMarket profile
• Your browser and device
• A screenshot of the error message 
• The step where the issue occurred

Related Articles

• Quick Start Guide: Update Your SkillMarket Secure Sign-In
• What Is Changing with SkillMarket Secure Sign-In?
• Password Reset Help

Still Need Help?

Sign in or create a Go-Live Support account using the Login or Sign up options in the upper-right corner of this page. After signing in, select Submit a ticket and describe the issue you are experiencing.

In the ticket, be sure to include:

• Your full name
• The email address associated with SkillMarket
• The step where the issue occurred
• The browser and device you were using
• A screenshot of any error message

Do not include passwords, verification codes, government identification numbers, identification images, or other sensitive personal information in your ticket.