Recover Access and Troubleshoot Sign-In

Confirm that you are using the email address associated with your Blackbaud ID and Blackbaud Verified Network accounts. If you forgot your password or see a lock message, use Forgot password or Reset password on the Blackbaud ID sign-in page.

For detailed steps, see Password and Email Issues.

First, confirm that you are using the correct Blackbaud ID email address that matches your Blackbaud Verified Network account. Then check whether you are registered as a Nonprofit Administrator or Manager by opening My Nonprofits.

For detailed troubleshooting and steps to request access, you need to register to administer the nonprofit in Blackbaud Verified Network. Support reviews requests when the listed administrator is no longer with the nonprofit. For guidance, see Become a Nonprofit Administrator.

Note: If your request is pending review, no action is required unless Support contacts you for more information.

Check that you are signing in with the correct Blackbaud ID account, then follow the password, confirmation-code, or MFA steps below. Contact Support if you cannot use any available recovery method.

Note: Creating a Blackbaud ID account does not automatically link you to a nonprofit. After account creation, you must register to administer or manage your nonprofit.

What's Happening?

You forgot your password for your Blackbaud ID account and cannot sign in. To continue, you'll need to reset your password.

Try This Fix

1. Navigate back to https://app.blackbaud.com/npp/, enter your email address, and select Log in.

2. On the Blackbaud ID Sign in page, enter your email address, and select Continue.

3. On the next screen, select Forgot password.

4. In a new tab in your browser or on your mobile device, open your inbox and find the reset password email.

   Tip: Don't see the email? Check your spam or junk folder. If it still isn't there, wait a few minutes — sometimes emails take a little while.

5. Follow the instructions in the email to create a new password.

Note: For more information, see Blackbaud ID FAQ: Have an issue with your password?.

What's Happening?

When you try to sign in to the Blackbaud Verified Network with your Blackbaud ID account, you see a message that your account is locked. This may be because of too many failed login attempts or you haven't signed in within the last six months. To continue, you'll need to reset your password.

Try This Fix

1. On the Blackbaud ID screen with the lock message, select Continue.

2. Select Forgot password or Reset password.

3. Follow the instructions to reset your password in I forgot my password.

Note: For more information, see Blackbaud ID FAQ: Need to reset your password after your account was locked?.

What's Happening?

You signed up for a Blackbaud ID account, but you don't see the email with a confirmation code to finish account setup.

Note: If you're connecting an existing Blackbaud ID account to the Blackbaud Verified Network, you won't get a confirmation email. This is only sent when creating a new account.

Try These Fixes

• Look in your spam or junk folder for an email from Blackbaud <noreply@blackbaud.com>.

• Make sure you typed your email correctly when signing up. Double-check this on the Sign up screen next to the confirmation code field.

• Wait about 10 minutes — sometimes emails take a little while.

• Ask your organization's IT administrator whether the email server blocked Blackbaud messages.

Next Steps

If you still haven't gotten the email, you can contact your organization's IT admin to determine if your email server is blocked. To learn what information you'll need to provide to them, see Blackbaud ID FAQ: Missing your confirmation email?.

Tip: For more troubleshooting ideas, see Article 72573: I did not receive the Blackbaud ID confirmation email or reset password email in the Blackbaud Knowledgebase.

What's Happening?

Your confirmation code expired before you entered it.

Try This Fix

1. Request a new confirmation code.

2. Enter it right away.

Note: Keep this page open while you retrieve the confirmation email in a separate tab or app. If you close this page, restart the sign-in process and request a new code.

What's Happening?

You closed the tab with your confirmation code before entering it, and can't return to it.

Try This Fix

1. Go back to Blackbaud Verified Network.

2. Enter your email address and select Log in.

3. Follow the sign-in flow to request a new code.

4. Retrieve the new code in a separate browser tab or app.

5. Enter it on the newly opened confirmation page.

What's Happening?

You no longer have the device with your authenticator app.

Try These Fixes

• Select Can't access your authenticator app? and sign in with your recovery code.

• If you have a recovery phone, select Don't have your recovery code? to reset MFA.

What's Happening?

Your Blackbaud ID profile has an outdated phone number.

Try This Fix

1. Sign in using your recovery code or recovery phone.

2. Open your Blackbaud ID profile.

3. Update your MFA phone number.

What's Happening?

You signed in to your Blackbaud ID account, and it sent an authentication code to your mobile device. You didn't receive the text message that contains the code.

Try These Fixes

• Send a new code: In the screen where you enter your code, select Send new code to try generating a new code.

• Check your device's signal strength: Check your device's cellular or Wi-Fi signal to make sure you can receive text messages.

• Check your phone number: Check that the phone number the text was sent to matches your current number. If you changed your number, you won't receive authentication codes until you've updated your account.

• Sign in with your recovery code: If you still don't receive the text, select I don't have access to my multi-factor authentication device to sign in with your 24-digit recovery code you received when creating your Blackbaud ID account.

Warning: For some countries outside the United States, Blackbaud ID doesn't support text messages, and you must receive confirmation codes through an authenticator app.

What's Happening?

You can't access your recovery code and need another way to sign in.

Try This Fix

1. If you have a recovery phone, use it to sign in and reset MFA.

Next Steps

If you cannot use either recovery method, contact Support through the Blackbaud Verified Network Service Inquiry form. Include the email address associated with your Blackbaud Verified Network account, your nonprofit name, and the error message or recovery step that blocked you. Do not include your password, confirmation code, MFA code, or recovery code.

What's Happening?

Recovery codes are single-use and can only be redeemed once.

Try This Fix

1. Sign in using your authenticator app or recovery phone.

2. Generate a new recovery code in your Blackbaud ID profile.

Note: If you cannot access your profile, contact Support.

What's Happening?

You need MFA that doesn't depend on SMS or cellular service.

Try This Fix

1. Set up a mobile authenticator app in your Blackbaud ID profile.

2. Use it to generate codes instead of receiving text messages.

What's Happening?

You're prompted to create a new account despite already having one, usually because the email address doesn't match.

Try This Fix

1. Confirm the email address tied to your existing account.

2. Sign in with that email address.

What's Happening?

Your Blackbaud ID email doesn't match the one used for Blackbaud Verified Network.

Try This Fix

1. Update your Blackbaud ID email to match. See Manage Your Account for step-by-step instructions.

2. Wait 30 minutes before signing in again with the updated address.

What's Happening?

The Google or Apple account you used doesn't match your Blackbaud Verified Network email.

Try This Fix

1. Sign out.

2. Sign back in with the matching Google or Apple account, or use email and password instead.

What's Happening?

You suspect more than one Blackbaud ID account exists and aren't sure which is connected.

Try This Fix

1. Try the email address associated with your nonprofit.

2. Confirm which account is connected.

Note: Contact Support if you cannot identify the correct account.

What's Happening?

You can sign in but don't see your nonprofit — this is a nonprofit access issue, not an MFA or password issue.

Try This Fix

1. Confirm that you are using the connected Blackbaud ID account.

2. If you are not registered, see Become a Nonprofit Administrator for detailed steps to request access.

Note: If your request is pending review, no action is required unless Support contacts you for more information.

What's Happening?

Your nonprofit's listed administrator has left, and you need to request access yourself.

Try This Fix

1. Request access via Become a Nonprofit Administrator for detailed steps.

Note: Support reviews the request and confirms your role before approval.

What's Happening?

You manage more than one nonprofit and can't find the one you need.

Try This Fix

1. Open My Nonprofits.

2. Select the organization you need.

Note: Contact Support if the organization is missing after you confirm the correct account.

What's Happening?

The sign-in page repeatedly redirects or reloads.

Try These Fixes

• Clear your cache, cookies, and browsing history, then try again.

• Try a different browser or private window.

• Temporarily disable browser extensions if the issue continues.

What's Happening?

The page doesn't load or react to input.

Try These Fixes

• Clear your cache and browsing history.

• Try a different browser or private window.

• Disable browser extensions.

What's Happening?

You see a reCAPTCHA challenge or browser error during sign-in.

Try These Fixes

• Confirm that your browser allows cookies and JavaScript.

• Try a different browser or private window.

Note: Contact Support if the issue continues.

What's Happening?

You want to rule out a Blackbaud service interruption as the cause of your issue.

Try This Fix

1. Open the Blackbaud status page.

2. Check for reported service interruptions.