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How to access IMP Help Centre Guidance - Troubleshooting

Overview

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This guide is for customers accessing the IMP Help Centre for the first time. It explains how to log in so that you can view the guidance for your IMP products, and what to do if you see a 403 error or an “unable to authenticate user” message.

 

Important: You must log in to the Help Centre at least once before any Help Centre links will open for you. If you have not logged in yet, the links will show a 403 or authentication error.

 

In This Guide

 

 

How to log in to the Help Centre (first-time access)

Follow these steps the first time you need to view a Help Centre guide:

  1. Log in to your IMP product (IMP Planner, IMP Purchasing, IMP Finance, IMP ICFP) using your usual email address / username and password.
  2. Once you are inside the product, look for the Help option at the top of the page — it appears as a small question mark icon. Click it.
  3. You will be taken to the IMP Help Centre. On your first visit, the Help Centre will ask you to authenticate.
  4. Enter exactly the same username and password you used to log in to your IMP product a moment ago.
  5. Once you have authenticated successfully, you will be able to view all Help Centre guidance for the products your organisation has purchased.
Tip: after you have authenticated once, any Help Centre link sent to you (in emails from IMP Support, from within a guide, or shared by a colleague) will open directly for you. You do not need to authenticate every time.

 

 

Troubleshooting: “Unable to authenticate user” / 403 errors

If you see an error message when authenticating that says “unable to authenticate user”, or if a Help Centre link returns a 403 error, it means the email address or password you entered does not match what is on file for you in your IMP product.

Try the following, in order:

  1. Double-check the email address you entered. Make sure it is typed exactly as it appears on your IMP user record — no extra spaces, no typos, correct domain.
  2. Double-check the password. Use the exact password you use to log in to the IMP product. If you use a password manager, copy it in fresh.
  3. Confirm your username matches your email address. In IMP Planner (or your IMP product), go to Setup > Users and locate your user record. Check that the email address and the username fields are the same value. The Help Centre authenticates against both, so they need to match.
  4. Reset your password. If everything looks correct but the Help Centre still will not let you in, do a password reset for your IMP account, and then repeat the login process above using the new password.

 

 

What to check if you are still stuck

If you have followed the steps above and you still cannot access the Help Centre:

  • Confirm that your user account in the IMP product has been fully set up by your organisation’s system administrator.
  • Confirm that your organisation has an active subscription for the product you are trying to view guidance for.
  • Make sure you are logging in to the correct product first — if your query is about IMP Planner, log in to IMP Planner and click Help from there. The Help Centre reads which products you have access to based on the IMP product you authenticate through.
  • Try in a fresh browser session or a different browser, in case cached credentials or cookies are interfering.

 

 

Contact support

If, after trying the steps above, you are still unable to authenticate and there is no obvious issue with your credentials, please contact the IMP Support Team on support@impsoftware.co.uk and we will look into what may be causing the problem for you.

When you get in touch, it helps if you can let us know:

  • The email address / username you are trying to authenticate with.
  • The IMP product you are logged in to when you click Help.
  • The exact error message you are seeing (a screenshot is ideal).

 

Need more help? Please get in touch, click here for contact details.