Troubleshooting

How do I request access to a system?

1. Information can be found using the left hand navigation. Most systems are accessed by requesting access via LAF https://secure.lloyds.com or Identity https://identity.lloyds.com. 

Why am I not receiving a password reset?

1. You may not have received your password reset because some systems we use to request access and login are different, and the accounts need to be synchronised. If the system you need access to is controlled via LAF / https://secure.lloyds.com, and you have not logged in here within the last seven days or have never logged in, then it is likely your account details will not have been synchronised. 
2. If you log in to https://secure.lloyds.com and then wait 30 minutes, it's likely when you request a password reset that, you will receive it.
3. It's essential to be aware that the password reset you need to log into applications is not the same password you use when requesting access to applications. 

How to reset an Application Login Password

1. To reset an application login password, you need to navigate to the application you are trying to access, and you should see a screen similar to the one below. 
2. Enter your email address in the username field, then click on next. 
3. The password screen has a link to 'Reset your password'. If you click on this, it will send a password reset link to your email address (the one used in the user name). Once your password has been reset, you can log in as usual.

Why can't I log into my system after receiving an email letting me know access has been approved?

For several of our systems, there are processes in place where users have to be set up in the downstream system. This is either a regular automated process (e.g. Learning for Market and Providers) or managed by a devolved administrator / Lloyds administrator. You should wait 24 hours after the email has been received to allow for these processes to be completed. If you have issues after this period has elapsed, please get in touch with us.

Why can't I log into the system?

1. If you have registered via LAF, there are two possible reasons: - firstly, your account has not synchronised (see above). Secondly, you could also not have set a login password for the Lloyds applications.
2. Another reason is that your access has synchronised, and you have a password, but it can be the case that your access has not yet been set up in the downstream system.  

Do I need to request access to this system?

Generally, this is not the case, even if you are a Corporation employee. You must register for access via the method listed if you need access to our systems. If you are a Corporation employee who needs access to CMR, please raise a CMR access request via https://myService.lloyds.com/sp

I still can't sign in  - what can I do?

1. Depending on what you have registered for, this may be impacted by the last date you logged in. For example, if you have registered for applications which are managed in LAF, then if you can't log into your system, it is likely that your account has not been synchronised. To allow this to happen, please log into LAF via https://secure.lloyds.com, and once you have logged in successfully, please wait 15-30 minutes for synchronisation to complete. Once this has been achieved, if you have never logged into our systems before, you must set a password and set up MFA before logging in. 
2. You may be unable to log in because your password does not work, and you may not have set up MFA - this needs to be set up on the first login.
3. To reset an application login password, you need to navigate to the application you are trying to access, and you should see a screen similar to the one below.
4. Enter your email address in the username field, then click on next. In the password screen, there is a link to Reset your password. If you click on this, it will send a password reset link to your email address (used in your username). Once your password has been reset, you can log in as usual.

How do I set up MFA?

To set up MFA, please go to https://www.lloyds.com/mfa-enrolment.