ADT Pulse is an app used by ADT customers to command and control their smart devices through their smartphones.
The app is prone to certain technical issues and one of the most annoying is the issue of not allowing users to log in (the login failure issue).
The error message on the ADT Pulse app says: Authentication Issue. Could not authenticate your credentials. Please try again. Another message error may say: The information you entered doesn’t match our records.
The ADT Pulse Login Failure error is usually related to a wrong password, poor internet connectivity, or a firmware issue. To resolve this problem you may need to check the internet connection and reset the unit (if it’s a password problem).
How to fix ADT Pulse App Login Failure
You may fail to login into the app because maybe there’s no internet connection. Or the password is messed up. Start troubleshooting by doing the things listed below.
Reset the ADT Pulse password
As we said, sometimes this login failure on the Pulse app is related to a wrong password. Or the password may be correct, but the database is corrupted.
If you believe that it’s not working because of a password problem, then just reset it and create a new one.
To reset the ADT Pulse app password, follow the steps below:
- Open up the ADT Pulse app
- Tap the “I Forgot My Password” button
- Tap “Reset My Password” (the app will send out an email)
- Check your email address and locate the ADT reset password email.
- Click the reset link on the email
- Enter your username and then hit Next
- Answer your Security Questions (which you should know).
- Now your ADT password is reset.
If you still can’t log in to the app, then check the internet connection. Or you can log in to your ADT Pulse system via the ADT portal (check the last part of this guide).
Check the internet connection
The first thing you’ll want to check is whether or not your phone and system are connected to the network. So, there are two components: both your phone and the ADT system itself need to be connected to the internet.
The Pulse app requires an internet connection for you to have control over your ADT system. If your phone has no internet, you can’t connect to the Pulse app. If the WiFi is down, then the ADT system won’t be able to connect to the app.
Follow these steps:
- Check your internet connection, whether it’s cellular or Wi-Fi, and ensure that they work fine. You may turn the WiFi router or your phone off and then on.
- Make sure your Pulse app permissions are on.
- Open some random websites on your phone, or check other apps just to ensure that the internet works.
If the internet on the phone works, then you need to check the internet where the ADT system is connected to. If you think the WiFi is not working, turn off the router for 60 seconds and then power it on again. Ensure the WiFi router provides strong coverage for your devices.
Update the firmware
It’s important to keep your phone updated since it may cause compatibility issues with the ADT Pulse system. Moreover, you should always keep your devices and apps updated to ensure any security bugs are patched.
Check for any new updates for the Pulse app, your phone’s software, and even your system. Some users report that the login failure issue shows in certain extremely outdated phones.
Check your phone’s permissions
This type of problem shows mostly on iPhones, where Apple is pretty strict on the app’s permissions. If you did update the app to the latest version, ensure the app has the right permissions.
To check and fix it, go to your phone’s settings and locate the Pulse app. Open its settings, and make sure the regular permissions are enabled. The app needs to have the right level of access to the phone. If it doesn’t, then it can’t connect to the ADT system.
How to access ADT Pulse if you can’t log in via the app?
The Pulse app isn’t your only option when it comes to accessing your ADT system. You can also access the system by going to the ADT online portal: https://portal.adtpulse.com. Actually, from here you can adjust and control more functions and features.
Enter the username and password and voila you should be in. While it’s not as convenient as the phone, it can give you access if something is urgent and you have no other options. Also, by accessing the system from the web portal, you can adjust settings that are not readily available through the app.
The ADT Pulse App Login Failure is usually related to connectivity issues (no internet), outdated and incompatible firmware, and a password issue. Check the inter first, then you may reset the password and access the app using the new one.
Lastly, you should contact an ADT representative/tech and get the app problem resolved. Try to get it solved via phone, otherwise, you may be charged if they send a technician out.