Each database (sometimes referred to as 'instance') and User in R365 is unique. There are a few reasons why you may not be able to login to R365. First, make sure you are using Google Chrome. Then review the reasons listed below.
Review each of the reasons and solutions below before reaching out to R365 Support:
Login error reasons
1) Incorrect User ID / password
User IDs and passwords are case sensitive. Make sure you have not typed a capital letter where a lowercase letter should go, or the other way around.
Most accounting and restaurant users do not use their email address as their User ID. Instead, they use a different combination, such as the first letter of their first name followed by their last name (for example, John Smith becomes jsmith). Employees must use their email address as their User ID.
Your R365 login uses the User ID and password for your R365 database. This is separate from your Support Center login.
2) Incorrect R365 database URL
If you do not know your system URL ( https://_your_instance_name_.restaurant365.com ), ask a member of your team, or reach out to R365 Support. Even with the correct User ID and password, you will keep getting login errors if you try to log in to the wrong database.
3) Missing permissions
Check with your R365 Administrator to confirm they set up your account properly. Your R365 Administrator must assign User Roles and Location Access to each user in R365.
This is similar to the incorrect database problem described above. If you have the correct User ID, password, and database, but you do not see any data or cannot interact with anything, your R365 Administrator has probably not assigned a User Role or Location Access to your User ID.
If you are a brand new R365 Customer, your database starts empty. This is normal.
4) Continuous spinning or running slowly
Sometimes, after R365 releases new updates, the system runs slowly or stops responding. This happens when your browser cache has too many stored items. To fix this issue, clear the cache and cookies from your browser. Click here to view the navigation to this window based on your preferred browser.
Login error solutions
Bookmark your R365 database URL
Once you have identified the correct R365 system URL, save it as a bookmark on your computer, phone, or tablet. Save only the base of the URL — the part before the first '/' (for example, 'https://thedean.restaurant365.com'). This makes sure you always go to the correct version of the software. Click the following link to view instructions on how to Create, view and edit bookmarks in Google Chrome.
Reset your password
On the login page of your R365 database, click 'Forgot your password.' The system sends a temporary password to the email address on your User ID.
The system does not deliver the password reset email if you enter an incorrect User ID, or if your Administrator set up your User ID with an incorrect email address. Work with the R365 Administrator in your organization to 1) get your correct User ID or 2) confirm your Administrator has set your correct email address on your User ID. Ask your R365 Administrator to perform an Administrator Reset of your password if necessary.
If you do not receive the password reset email, and you have confirmed the email address on your User ID is correct, R365 may have added the address to its email suppression list (a list of addresses R365 stops emailing after a delivery failure, sometimes called a "bounce"). Contact R365 Support so they can remove the address from the suppression list and deliver the reset email.
Make sure to copy and paste, or manually type, the temporary password exactly as it appears in the Password Reset email. Sometimes users accidentally copy extra spaces or characters along with the temporary password. This results in an incorrect password.
When you log in with your temporary password, the system prompts you to create a new password. Paste (or type) the temporary password into the 'Old Password' field, then enter your new password and save. You will then log in to R365 successfully.
Work with your R365 Admin to set your User Roles and Location Access
Your R365 Administrator can fix the issues listed in Error Type 3) Missing Permissions, above. They do this by using Assign User Roles and Location Access for your User ID. Please reach out to your Administrator for assistance.
Clear your cache and cookies
To do this, press Ctrl + Shift + Del on your keyboard to open the 'Clear browsing data' window. Select 'All Time' as the time range, then select 'Cookies' and 'Cache.' You can also perform an advanced clear. This clears more data. Lastly, click 'Clear data.' Then try logging in to your R365 URL again. Click here to view the navigation to this window based on your preferred browser.
Failed login lockout
After 10 failed login attempts, the system temporarily locks the user account. Continued failed attempts increase the lockout duration. The system restores access in two ways. It restores access when you log in with the correct User ID and password after the lockout period ends. It also restores access when you reset your password at any time.
FAQ
What's the difference between my R365 login and my Support Center login?
They're separate accounts. Your R365 login uses your organization's unique URL (for example, `https://yourcompany.restaurant365.com`) and the credentials assigned by your R365 administrator. The R365 Support Center is a separate site with its own login. If you can't access one, it doesn't affect the other.
I can log in but I can't see any data — what's wrong?
This usually means your user record hasn't been fully set up. Each R365 user must be assigned User Roles and Location Access before data is visible. Contact your R365 administrator and ask them to review your user record setup.
My password reset email never arrived — what should I do?
First, confirm with your R365 administrator that the email address on your user record is correct. If it is, the address may be on R365's email suppression list due to a prior bounce. Contact R365 Support to have it removed so the reset email can be delivered. Also check your spam folder and make sure you're entering your R365 username (not your Support Center email) when requesting the reset.
My account is locked after too many failed login attempts — can I fix it right away?
Yes. You don't have to wait out the lockout period — resetting your password restores access immediately. On the login page, click Forgot your password? and follow the prompts. After 10 failed attempts, each additional failure extends the lockout duration, so reset rather than retry.