Step-by-Step Troubleshooting Guide

Password Not Working / "Invalid Credentials"

If your password isn't working or you see an "Invalid Credentials" error, follow these steps:

  • Reset your password by clicking "Forgot Password" on the JetNet login page.
  • Check if Caps Lock is turned off as passwords are case-sensitive.
  • Ensure you're using your Employee ID (AAID) and not your email address.
  • Wait 15 minutes and try again - sometimes systems sync with a slight delay.
  • If the problem persists, contact the AA IT Service Desk at 1-800-447-2000 (US) for assistance.

Account Locked / "Too Many Attempts"

If your account is locked due to too many login attempts:

  • Wait 30-60 minutes - most accounts automatically unlock after this period.
  • Do not attempt to log in repeatedly as this extends the lockout period.
  • After waiting, use the "Forgot Password" option to reset your credentials.
  • If your account remains locked after 2 hours, contact the IT Service Desk.
  • For frequent lockouts, consider using a password manager to store your credentials correctly.

Website Not Loading / Browser Issues

If JetNet won't load or displays errors in your browser:

  • Clear your browser cache and cookies, then restart the browser.
  • Try using a different browser (Chrome, Firefox, Edge) to isolate the issue.
  • Disable any browser extensions or ad-blockers that might interfere with the site.
  • Ensure you're using the correct URL: https://www.aa.com/jetnet
  • Check your internet connection stability - try accessing other secure sites to verify.

First-Time Login / Registration Issues

If you're a new employee having trouble with initial JetNet access:

  • Ensure you've received your official welcome email with registration instructions.
  • Use the temporary password provided by HR or in your welcome packet.
  • Complete registration within 72 hours of receiving your temporary credentials.
  • If your temporary password has expired, contact HR or the IT Service Desk for a reset.
  • Remember to set up security questions during registration for future self-service recovery.

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