Go to the Mitchell 1 Home Page
Find Rep | OnDemand5.com | Order | Support 
 
Support Docs
IP Check
Contact Us
Knowledgebase
eSupport Resources

Search support site:

If you can't find what you are looking for in these pages, please use our online forms to ask your question directly to a qualified support rep. We will reply within 24 hours.

Technical Support
help with product installation, data updates, or resolving software issues.

   

Product Support
questions or issues related to product content.
   
Customer Service
help with account information, billing status, or to update your address, phone number, e-mail address, or other account information.
   
Find Your Rep
your Mitchell Rep can answer many of your product-related questions or place your product order.
   

E-Mail Us - to reach us via eMail:
Technical Support
Product (Content) Support
Customer Service

Login Help

Logging In (first time)

Login problems in OnDemand5.com generally fall into one of the problem categories listed below. Please review the problem categories before calling for help. If your situation is not addressed, call Technical Support at (888) 724-6742 for help logging in.

  6. I should have received my activation e-mail but haven't yet
  7. The username and password allowed access for to the web trial but now it does not allow access to the full version of OnDemand5.com that I purchased.

Important Note about Logging Out - Always use the Logout link to ensure that the PC is logged out correctly. This ensures the user licenses are available. Do not use IE close button

1. I received my temporary user name and password and still can't log in

This generally occurs because the computer-generated user name/password combination is incorrectly typed into the form. The best solution is to copy and paste the text from the confirmation e-mail into the form fields themselves.

If you don't know how to copy and paste from an e-mail, please refer to Logging into OnDemand5, for instructions.

If you copy and paste your user name and password and still are not able to log in, there might be something in your Internet or network settings that is causing the problem. Write down any error messages you may be getting and contact OnDemand5.com Technical Support via our Online Technical Support Form or by phone at (888) 724-6742.

(Top)

2. I know my user name but forgot my password

Use our convenient User Reset form. Once you have completed the form, a temporary login will be sent to you via e-mail. You then complete the activation process and create a new user name and password for your account.

(Top)

3. I forgot my user name.

Use our convenient User Reset form. Once you have completed the form, a temporary login will be sent to you via e-mail. You then complete the activation process and create a new user name and password for your account.

(Top)

4. I have successfully logged in before and know my user name and password but am not able to log in now

If you are sure you are using the correct user name/password, there are still a couple of possible reasons you might not be able to log in:

  1. Did you recently close OnDemand5.com without logging out? If you did this repeatedly, it is possible you triggered the security limiting the number of allowable concurrent sessions and will be temporarily locked out of the system.

  2. Have you accidentally attempted to log in with an incorrect user name or password? If you did this repeatedly, you may have triggered the security that guards against a user attempting to "guess" a valid user name/password.

If either of these situations applies, wait 15 minutes and try again. Security only temporarily locks you out of the program.

If none of the above gets you into the program, contact OnDemand5.com Technical Support via the Online Technical Support Form or by phone at (888) 724-6742.

(Top)

5. There is something I don't understand about the login procedure.

Your account activation e-mail from Mitchell provides detailed information about logging into OnDemand5.com. If you still aren't sure about how to log in, please refer to Logging into OnDemand5, for more detailed instructions.

(Top)

6. I should have received my activation e-mail but haven't yet.

When you ordered OnDemand5.com, you should have been provided with an estimate of when to expect your activation e-mail. If you feel you should have received your activation e-mail but haven't yet, it's possible that the activation e-mail went to an invalid e-mail address. When an e-mail "bounces" back from an invalid address, we contact that customer, but this takes time. If you think this has happened please call us immediately at (888) 724-6742.

(Top)

7. The username and password allowed access for to the web trial but now it does not allow access to the full version of OnDemand5.com that I purchased.

If you used the trial version of OnDemand5.com and you checked the Save Password box on the login screen, you will need to clear the trial password before activating your official version of OnDemand5.com. To clear your trial password, perform the following steps:

  1. Open OnDemand5.com (if the password is saved, you automatically enter the application).
  2. Click the Setup link in the upper right corner, then select User Access.
  3. Click the Clear button to Clear saved password. And then click OK.
  4. Logout of OnDemand5.com. When you log back into OnDemand5.com, you should be presented with the login screen, enter the temporary username and password provided in the new welcome email and follow the directions.
This page, and all contents, are Copyright (c) Mitchell Repair Information Company, LLC. All Rights Reserved. By accessing and using Mitchell Repair's web sites, each user agrees that they have read and agreed to be bound by the Legal Notices governing Mitchell Repair Online. Our Privacy Policy. The Mitchell 1 name is used herein by permission from Mitchell International, which has no ownership interest in Mitchell 1.