Touchnet Login Troubleshooting

This Knowledge Base article outlines basic troubleshooting steps for users experiencing issues logging into Touchnet, the Billing & Payment Center within AppalNet. These steps apply to both students and authorized users who have already been set up with a valid user ID and password. 

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Browser Compatibility

Touchnet recommends using Google Chrome or Mozilla Firefox for the best performance. 
If the caller is using a different browser (e.g., Safari, Edge, or a mobile browser), have them switch to Chrome or Firefox and try again.  

Verifying the Correct Login Page (Authorized user)

Ask the caller:

“What does the background of your login page look like?”

• The correct Touchnet login page displays an image of green roofs, mountains, and clouds.
• If the background is plain white or blank, they are likely trying to log in as a student instead of an authorized user. 
  In this case, direct them to the Authorized User Login Page link. (appalnet.appstate.edu) or https://secure.touchnet.net/C20099_tsa/web/login.jsp

Invalid Login Credentials (Authorized User)

If an authorized user reports receiving an “Invalid Login Credentials” message after entering the correct information:

Resolution Steps:

1. Have the student delete the authorized user’s access from their side of the Touchnet Billing & Payment Center.
2. The student should then re-add the authorized user’s email address.
3. The authorized user will receive two new emails:
   • One confirming access
   • One with a new temporary password
4. Using the new credentials should reset their login permissions and restore access to Touchnet.

Note: If the credentials continue not to work have the authorized/student user to send an email to [e-mail] with their information and someone will investigate the issue and contact them in 24-48 hours.

All proxy account management agents who need to assist callers should obtain the following external link. (Managing Proxy Access)

Expired Temporary Password

If an authorized user’s temporary password has expired, the authorized user should send an email to [e-mail] requesting a new password.