Login Troubleshooting

Easy steps to quickly get you back into ThoughtRiver

  • You have reached the ThoughtRiver login page but cannot login with your normal credentials
  • You selected the “Reset Password” option, but no email came in
  • You landed on a ThoughtRiver page which reads “Oops!, something went wrong!”

Are you using the correct address or region?

Depending on where your account is hosted, you may need to change the web address in your browser or the region selected in the Microsoft Word Add-In. 

This may not be the region you live or work in. If your company's headquarters are in Germany, but you live in Australia, your hosted region may be the United Kingdom. 

Check with your administrator if you're unsure what region to select.

Access from a web browser

The link to access ThoughtRiver in the browser are the following:

Hosted Region URL
United States https://us.thoughtriver.review
United Kingdom https://uk.thoughtriver.review
AsiaPacific https://ap.thoughtriver.review

💡 Bookmark the exact address above to ensure you can always login.

Access from Microsoft Word Add-In

Microsoft Word 2016 and some versions of 2019 use Internet Explorer 11 to display the ThoughtRiver application via the Word Add-In. It is possible that you may encounter performance issues as this browser is no longer supported by Microsoft.

For best performance and full feature support, we suggest you install Edge browser, use Office 365 or Word Online when using the ThoughtRiver Word Add-In.

Screenshot 2022-09-13 at 22.05.50Before you login to ThoughtRiver's Word Add-In, you need to select the region.  You may have trouble signing in if you've selected a region other than the one your account is hosted on.

Screenshot 2022-09-13 at 22.06.30



If you've accidentally selected the wrong region, you can use the Change Region link on the login screen to return to the region selector.






If using the link above allows you to connect but you are unable to connect using your bookmark you may have bookmarked the incorrect link.  You can follow the instructions below to ensure that you are bookmarking the correct link.

Try cleaning you cache

  • You may be running into a cache error. You cache can be cleaned using the instructions below 
  • Close all tabs in your current browser. 
  • Re-open the browser and press Ctrl + Shift + Del
  • From the “Delete browser history” panel – remove all checks except “Temporary Files and website files” 
  • Proceed with “Delete” to empty cache 

  1. If neither of the above steps has fixed the issue, please log a ticket. If possible, include a screenshot of the error message you are seeing.  Please advise your CSM of the urgency or any fix deadline.