Why can't I sign in?
Make sure that you are using the e-mail and password you entered when you created your account. Your password is case sensitive—type it exactly the way you typed it when you registered. For example, "my3paSsworD" is not the same as "my3password." If you have forgotten your password, you can use the Forgot Password feature to obtain a new one.
I forgot my password. How can I sign in?
If you forgot your password, you can use the Forgot Password link on the Sign In page to request a new password. Enter the e-mail address associated with your GuideStar account on that page, and click Continue; you will receive instructions by e-mail to help you set a new password.
How do I change my e-mail address?
Sign in using the e-mail address and password that you initially entered when creating an account on GuideStar. Select "My Account" at the top of your screen. Click "Edit Account Settings" to provide a new e-mail address and to update any other information. Click "Save Changes" at the bottom of the form when you're done.
How do I change my password?
Select "My Account" at the top of your screen. Click "Edit Account Settings" to provide a new password and to update any other information. Click "Save Changes" at the bottom of the form when you're done.
What if I don't know which e-mail address is associated with my GuideStar account?
Contact customer service through our on-line contact form and we will confirm your e-mail address by sending you an e-mail. Please include information to help us identify your account, such as your first and last name.
Whom do I contact for technical assistance?
Please contact email@example.com.
What is a firewall or proxy server and how does it affect my access to GuideStar Premium?
Firewalls protect networks from unauthorized access. If you have followed all of the steps above and are still having trouble, check with your systems administrator to see if there are restrictions that may be preventing you from accessing the GuideStar system.
When I try to sign up, I get a message that says, "Can't create duplicate account."
A GuideStar account may already exist for the e-mail address you are trying to use to create an account. Usually this happens when a shared e-mail address is used to create an account to update a nonprofit's information on GuideStar. If you have forgotten your password, you can use the Forgot Password tool to request a new password. Or, if the person who originally created the account is no longer with your organization, you can contact customer service for assistance.
Also, be sure that you do not accidentally click the "Create Account" button twice when you register. This will return the "Can't create duplicate account" error message, even though you actually registered successfully.
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