When you attempt to access Customer Portal by providing your User ID, the system will automatically detect that the account is not activated and will redirect you to "Activation Error" page, where you can request a new activation email to be sent to your registered email address. You can click on the link provided in the activation email to go through the one-time account activation process.
When you attempt to access Customer Portal by providing your User ID, the system will automatically detect that the account is not activated and will redirect you to "Activation Error" page, where you can request a new activation email to be sent to your registered email address. You can click on the link provided in the activation email to setup your account.
As part of your account setup, you should have received an activation email along with instructions. If you have lost or did not receive the activation email, you can request a new activation email, by clicking on "Resend Activation Email" button on the "Activation Error" page. A new activation email will be sent to your registered email address.
As part of your account setup, you should have received an activation email along with instructions to setup your account. If you have lost or did not receive the activation email, you can request a new activation email, by clicking on "Resend Activation Email" button on the "Activation Error" page. A new activation email will be sent to your registered email address.
In most cases, "User ID" is your registered email address. For example, someone@example.com.
The login page contains "Forgot User ID" self-service link that will send the information to your registered email address. You will need to provide your registered email address to request "User ID" information. Once that information is confirmed, an email will be sent to your registered email address.
All primary login screens contain "Forgot Password" links that will send the information to your registered email address.You will need to confirm identity by submitting verification code sent to your registered email id and then you can reset password.
The login page contain self-service links for "Forgot User ID" and "Forgot Password". They can be used to retrieve your "User ID" information or reset your "Password".
If you do not remember your password, you can reset it by clicking on "Forgot Password" and answer one of the security questions that was set by you during the first visit. Once the security question and answer is verified, the system will send a "Password Reset Email" to your registered email address with a link. You can click on the link to reset your password.
Alternatively, if you remember your User ID and Password, you can login to Customer Portal, navigate to "My Settings" and change your password.
During the login process, the system will automatically detect that you need to validate your account and will present the functionality to request a new validation email to be sent to your registered email address.
During the login process, the system will automatically detect that you need to validate your account and will present the functionality to request a new validation email to be sent to your registered email address.
Click on the link provided in the validation email to validate your account.
When your account is locked out due to multiple invalid login attempts, the system will present an option to request a "Reset Password Email", once selected and requested for reset password then the system will send an email with instructions to reset your password.
No. The password that you select to use as part of the login process will not expire and does not need to be changed unless you wish to do so.
Please contact Customer Service to get assistance.
As part of the account validation process, the system will also check if your current password does not comply with our password policy and will automatically redirect you to change your password. It is a one-time change and will not be required during subsequent validation processes.
The system allows users to select "Remember User ID" that will automatically populate the User ID field for all subsequent logins.
During the login process, the system check if you have accepted the “Privacy Policy” before. If not, the system will automatically redirect you to read and accept the “Privacy Policy”. You can simply accept the policy and click on “Launch Customer Portal” button.
If your account password does not meet the new password rules, the system will redirect you to “Password Reset” page. Please set a new password in compliance with the new password rules and you will be all set.
Based on IQVIA Information and Security team review, it is strongly recommended that you should change password your password immediately. Please set a new password to your account and you’ll be all set.
Two-Factor Authentication (2FA) adds an extra layer of protection to the login process for IQVIA Customer Portal accounts. It requires two distinct forms of verification: the first is your standard login credentials (user ID and password), and the second is a unique verification code sent to your registered email address.
To ensure the highest level of account security, robust protection measures are essential. Traditional login credentials—usernames and passwords—are no longer sufficient due to evolving threats such as phishing, credential stuffing, and account takeovers. That’s why the IQVIA Customer Portal has implemented Two-Factor Authentication (2FA), adding an extra layer of security to safeguard user accounts.
Two-Factor Authentication is not applicable for federated SSO users.
Users can enable their Two-Factor Authentication preferences by navigating to "My Settings" and selecting "Set Two-Factor Authentication".
Two-Factor Authentication is mandatory for all external non-federated users.
Users have two options for enabling Two-Factor Authentication (2FA) on the IQVIA Customer Portal:
Enable 2FA for every login
Choose this option if you want to receive a verification code each time you log in. A code will be sent to your registered email address every time you access your account.
Enable 2FA only for new devices
Choose this option if you prefer to receive a verification code only when logging in from a new or unrecognized device. The code will be sent to your registered email address during those instances.
No, users don’t receive an email notification when the user changes their authentication preference.
Yes, user will receive security alert email when their account is logged in from a new device.
Two-Factor Authentication process cannot be skipped once it is enabled. Depending on your selected choice, Two-Factor authentication will always be enforced and after successful authentication, user will be redirected to the bookmarked URL.
The Verification code is valid for 10 minutes from the time it is generated.
If the user enters the incorrect verification code three times, the verification code becomes invalid after 10 minutes from the time it is generated, and user must request for a new verification code by clicking on "Resend Code" button.
If the user is not able to verify or makes three unsuccessful attempts for the second verification code as well, the account will be locked out.
Check all your Outlook folders, including the Junk folder, with the registered email address. User can find the email address domain on the Verification Code page, which appears as: "Dear user, A verification code has been sent to your registered email address (ending with @xy.company.com)". Additionally, please make sure to whitelist the following email addresses by reaching out to your local IT team: the_eservice_team@us.imshealth.com and eservice@iqvia.com. If the issue persists still, contact "eService@iqvia.com".
User must enter the latest login verification code received in the registered email address. If the issue persists still, contact "eService@iqvia.com".
Account will be locked in either of the below cases.
1.During a single session, only two new verification codes allowed to validate the user account. After six failed attempts of two new verification codes (three attempts each code), account will be locked out.
2.If the validation of 5 consecutive codes are unsuccessful in last 24 hours, then account will be locked out.
When the user accesses the IQVIA Customer Portal after the account is locked out, the user is redirected to the "Account Locked Out" page. User can unlock the account using the following options:
1.Select an option as "Request password reset . The account will be unlocked after resetting the password" to unlock the account by resetting the password.
2.Alternatively, user can contact IQVIA Customer Service team to unlock the account by selecting option as "Contact Customer Service for assistance".
1.User can view their trusted devices under "My Settings" > "My Devices" >"Trusted Devices".
2.User can untrust the device by clicking on the icon under "Trusted Devices" > "Delete Device column".
User’s device is treated as a new device or untrusted device due to the following reasons:
1. Customer Portal considers every different browser as a new device.
2. Customer Portal considers any changes made in user’s system configuration such as OS or Browser upgrade as a new device.
Contact eservice team (eservice@iqvia.com) with error message.