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FAQs: Technical Support

  1. Why can't I log in?
  2. I forgot my password. How can I log in?
  3. How do I change my e-mail address?
  4. How do I change my password?
  5. What if I don't know which e-mail address I used to log in the first time?
  6. Whom do I contact for technical assistance?
  7. What is a firewall or proxy server and how does it affect my access to GuideStar Premium?
  8. When I try to sign up, I get a message that says, "Can't create duplicate account."

  1. Why can't I log in?

    Make sure that you are using the e-mail and password you registered with. Your password is case sensitive—type it exactly the way you typed it when you registered. For example, "my3paSsworD" is not the same as "my3password."

    If you are using Internet Explorer 6.0 or higher or Netscape 6.0 or higher, are sure that you are using the correct e-mail and password, but are still unable to log in, your computer may have cached your previous GuideStar visit. Try clearing GuideStar cookies from your Temporary Internet files:

    1. Click "Tools" on the top toolbar.
    2. Click "Internet Options."
    3. In the Temporary Internet files section, click "Settings."
    4. Click "View Files."
    5. Right click and delete the GuideStar cookies. Your other cookies will remain unchanged.


  2. I forgot my password. How can I log in?

    Click "Forgot your password?" then fill in your e-mail address. A new password will be sent you via e-mail. The e-mail will contain information on how to log in and reset your password.

  3. How do I change my e-mail address?

    Log in using the e-mail address and password that you initially registered with. Select "My Account" at the top of your screen. Click "Edit My Profile" to provide a new e-mail address and to update any other information. Click "Save" at the bottom of the form when you’re done.

  4. How do I change my password?

    Select "My Account" at the top of your screen. Click "Edit My Profile" to provide a new password and to update any other information. Click "Save" at the bottom of the form when you’re done.

  5. What if I don't know which e-mail address I used to log in the first time?

    Please contact info@guidestar.org and we will e-mail it to you. Be sure to include your first and last name in the e-mail.

  6. Whom do I contact for technical assistance?

    Please contact info@guidestar.org.

  7. What is a firewall or proxy server and how does it affect my access to GuideStar Premium?

    Firewalls protect networks from unauthorized access. If you have followed all of the steps above and are still having trouble, check with your systems administrator to see if there are restrictions that may be preventing you from accessing the GuideStar system.

  8. When I try to sign up, I get a message that says, "Can't create duplicate account."

    Usually this happens when someone has already registered to update a nonprofit's information on GuideStar. If you have forgotten your log-in codes or if the person who originally registered as the administrator of your GuideStar Report is no longer with your organization, e-mail info@guidestar.org.

    Also, be sure that you do not accidentally click the "Submit" button twice when you register. This will return the "Can't create duplicate account" error message, even though you actually registered successfully.