# Bagaimana jika tidak bisa login?

Kendala gagal login yang mungkin dialami, antara lain:

1. [User expired](#user-expired)
2. [Invalid username/password](#invalid-username-password)
3. [Unregistered device](#unregistered-device)
4. [Can’t receive data](#cant-receive-data)
5. [Credential not valid](#credential-not-valid)

## User Expired

<figure><img src="/files/z5rN41cav2XcmrkabBzn" alt=""><figcaption></figcaption></figure>

<mark style="background-color:red;">Error case</mark>: Gagal login dengan informasi "**Information: User expired, please contact admin.**".

<mark style="background-color:green;">Solution</mark>: Melakukan user renewal berupa perpanjangan masa aktif akun melalui WhatsApp Bot atau NOP masing-masing. Berikut cara melakukan user renewal berupa perpanjangan masa aktif akun melalui WhatsApp Bot:

{% content-ref url="/pages/Qv9obuNzk86DW7PWACCf" %}
[Extend User](/bot-system/whatsapp-bot/user-management/extend-user.md)
{% endcontent-ref %}

## Invalid Username/Password

<figure><img src="/files/123BxkViOPB2yWWdk51w" alt=""><figcaption></figcaption></figure>

<mark style="background-color:red;">Error case</mark>: Gagal login dengan informasi "**Information: Invalid Username/Password**".

<mark style="background-color:green;">Solution</mark>: Apabila mengalami gagal login dengan informasi di atas, maka:

1. Pastikan tidak ada aplikasi Fake GPS pada device yang digunakan. Apabila ada, silakan uninstall aplikasi tersebut, kemudian menghubungi [WhatsApp Help Desk](https://api.whatsapp.com/send?phone=628113300530\&text=Device%20saya%20terdapat%20aplikasi%20Fake%20GPS,%20namun%20sudah%20saya%20uninstall.%20Berikut%20username%20saya:%20...).
2. Cek kembali username dan/atau password yang digunakan. Apabila lupa password, silakan melakukan reset password melalui WhatsApp Bot atau NOP masing-masing. Berikut cara melakukan reset password melalui WhatsApp Bot:

{% content-ref url="/pages/XBGeSRgMbkzaZNMtvIFg" %}
[Reset Password](/bot-system/whatsapp-bot/user-management/reset-password.md)
{% endcontent-ref %}

## Unregistered Device

<figure><img src="/files/BGm1MISp1OpciVBuPJpF" alt=""><figcaption></figcaption></figure>

<mark style="background-color:red;">Error case</mark>: Gagal login dengan informasi "**Information: Unregistered Device: XXXXX**".

<mark style="background-color:green;">Solution</mark>: Melakukan user renewal berupa penyesuaian IMEI atau device ID melalui WhatsApp Bot atau NOP masing-masing. Berikut cara melakukan user renewal berupa penyesuaian IMEI atau device ID melalui WhatsApp Bot:

{% content-ref url="/pages/mj5fM15NAmeNQKSpsTLQ" %}
[Change IMEI/Device ID](/bot-system/whatsapp-bot/user-management/change-imei-device-id.md)
{% endcontent-ref %}

## Can't Receive Data

<figure><img src="/files/bNrrmNdPVjmkyrhk2aXF" alt=""><figcaption></figcaption></figure>

<mark style="background-color:red;">Error Case</mark>: Gagal login dengan informasi "**Error: Can't receive data. Please check your application configuration.**".

<mark style="background-color:green;">Solution</mark>: Melakukan konfigurasi aplikasi NICE, dengan cara:

1. Klik ikon :gear: pada halaman login aplikasi NICE.
2. Klik menu **`Server Address`**.
3. Ubah alamat server menjadi `202.3.219.29`.
4. Klik tombol **`OK`**.

<figure><img src="/files/fTw4Dvm0OmTUJ8QFxnpV" alt=""><figcaption></figcaption></figure>

## Credential Not Valid

<figure><img src="/files/jChTw3w5btyX8ZAYTpoO" alt=""><figcaption></figcaption></figure>

<mark style="background-color:red;">Error case</mark>: Gagal login dengan informasi "**Automatic Date and Timezone is turned off**" atau "**Information: Credential not valid**".

<mark style="background-color:green;">Solution</mark>: Ubah pengaturan tanggal dan waktu pada device yang digunakan menjadi otomatis, dengan cara:

1. Masuk ke halaman Setting pada device.
2. Masuk ke menu **`Date & Time`**.
3. Aktifkan **`Set time automatically`**.

<figure><img src="/files/MXKUUGnQn4sMS91Rms8C" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.ineom-tsel.mit.id/faq/user-and-account/login-and-password/invalid-login.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.