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Login credentials (E-mail Address and Password) must be identical to what is saved for your account. Close enough is not good enough! If you cannot log in then it is likely that you are not providing the identical credentials saved on our system.
The following is a list of the most frequently encountered reasons why users cannot log in. There's a very good chance that if you cannot log in, then the problem is one of the following.
We strongly recommend that you review the following before contacting us. Trying the suggestions below will save you time and frustration!
1. The e-mail address has a typo.
You may have typed your e-mail incorrectly. Most browsers automatically fill in the e-mail address. If you entered it incorrectly once, this may be the one the browser uses when automatically filling in the e-mail address.
Delete the e-mail address and retype your e-mail address ensuring it is entered correctly.
2. The e-mail address has incorrect characters.
It is common to mistype the number 0 when it should have been the letter o or the number 1 when it should have been the letter i or l (or vice versa). Depending on the font used to display the text, identifying this typo isn't always obvious.
If your e-mail address contains any of these five characters, delete the e-mail address and retype it. Pay careful attention when you type these characters.
3. A portion of the e-mail address is incorrect - not the right ISP/domain.
For example, your e-mail address may be [email protected] but you typed [email protected]. Or you typed [email protected] when it should be [email protected].
Review the e-mail address to ensure you are typing an e-mail address using the correct ISP/domain.
4. The e-mail address has one or more spaces.
A valid e-mail address cannot contain spaces. This means no leading spaces, no spaces within the address, and no trailing spaces.
Delete the e-mail address ensuring you deleted all spaces including leading and trailing spaces. Retype your e-mail address.
5. Incorrect e-mail address.
You may have multiple e-mail addresses and the one you are trying to log in with is not the one you registered with.
Please try your other e-mail address.
6. Invalid e-mail address.
You are typing something other than a valid e-mail address. For example, you may be entering your name or you are entering only the personal part of your e-mail address (i.e.: teacher instead of [email protected]).
Make sure the e-mail address you are entering is a valid e-mail address of the form: [email protected]
1. Passwords are case sensitive.
You may be typing your password with the CAPS LOCK enabled. Or the original password you selected has upper case letters and you are now typing it using all lower case characters.
Delete the password (delete all the stars, *******) and re-type your password. Make sure the CAPS LOCK key is not enabled.
2. The password is incorrect.
The password you are typing does not match the one you originally selected.
Delete the password (delete all the stars, *******) and re-type your password.
If this does not work, you can reset your password. This is an automated process. A temporary password is automatically e-mailed to you. You must use this temporary password to log in. After logging on, you can change your temporary password.
Note:
1. Do not reset your password more than once. This will only lead to confusion as you receive a different temporary password each time you click on the Forgot your password? link. It may then be difficult to know which e-mail message sent to you contains the last temporary password.
2. If you reset your password, old passwords will no longer work, only the temporary password e-mailed to you will work.
(So don't waste any time trying any other password.)
3. We recommend that if you reset your password, after successfully logging on, you change the temporary password to something you will remember.
1. The temporary password is entered incorrectly. If you did not copy and paste the temporary password you may have typed it incorrectly.
Delete the temporary password you entered (delete all the stars, *******) and copy and paste it from the e-mail message you received..
2. The temporary password does not work.
You may have reset your password more than once. If you did this you were sent multiple e-mail messages - one for each reset. It may be difficult to know which e-mail message contains the last temporary password.
If you only reset your password a couple of times, you may wish to try each of the passwords sent to you by copying and pasting the temporary passwords one at a time. If this does not work, delete all the reset messages you received. Reset your password one more time (ONLY DO THIS ONE MORE TIME). Wait for the message to arrive in your Inbox. Copy and paste this latest temporary password.
3. You cannot find the reset message (the one containing a reset password) in your Inbox.
Unless your ISP is having problems with their e-mail service, it should only take a few minutes to receive this message. Please verify your SPAM/BULK/JUNK folder. Many ISPs and public e-mail systems such as Yahoo and Hotmail use aggressive spam filters especially when dealing with automated e-mail messages.
Note:
If you reset your password, after successfully logging on, you should change the temporary password to something you will remember.
Still Can't Log In?
Please contact us.
