Support Center

What should I do if I experience technical difficulties using e-Profile?

If you already have an NABP e-Profile ID and are having trouble logging in, follow these troubleshooting tips .

Browser

• Clear the cookies from your browser history and clear the cache.
• Reset your browser to the original default settings.
  • Google Chrome Settings
• • Microsoft Edge
  • Safari
• Make sure you use the most updated version of our recommended browsers: Google Chrome, Safari, and Microsoft Edge.

Account

• Log out of your NABP e-Profile, reopen the browser, and log back in to your account by first clicking on the Individual or Business Customers tile.
• Reset your NABP e-Profile password by clicking Change/Forgot Password? on the login screen.
• If you receive the Password Expiry Notice and have trouble resetting your password, return to the login page and select Change/Forgot Password?.

Device

• Make sure your device date and time are set to auto sync or auto adjust.
• Try accessing NABP e-Profile on a personal computer or network rather than a work computer. Some companies may utilize firewalls that restrict NABP e-Profile functionality.
• If you are using a password management application in your browser and are experiencing issues when trying to log in to e-Profile, disable your password management application. For example, if the password management application loops back to the same page or provides an error message after you are already logged in to e-Profile, disable the application.

If you are unable to access your e-Profile account after performing the above troubleshooting tips, contact Customer Engagement and provide:

• Full name
• Current email address/username
• Mailing address associated with your e-Profile
• Phone number
• Last 4 digits of your Social Security number (if you have one)
• Browser you used
• Troubleshooting steps you attempted
• Errors you encountered
• Screenshots of the issue

If your email address is different than the one in your NABP e-Profile, provide the new email address. If you need us to reset your password, provide written permission in the email, so we can troubleshoot the issue.