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Login Issues

Resolve common login problems with step-by-step solutions.

Common Login Problems​

Cannot Log In​

Symptoms:

  • Login button doesn't work
  • Error message appears
  • Page doesn't load after login attempt

Solutions:

  1. Verify Credentials

    • Check email address is correct
    • Verify password is correct (check Caps Lock)
    • Ensure no extra spaces

  2. Check Account Status

    • Verify account is active
    • Check if account is locked
    • Confirm subscription is valid

  3. Browser Issues

    • Clear browser cache
    • Try different browser
    • Disable browser extensions
    • Update browser

  4. Network Issues

    • Check internet connection
    • Run connectivity test
    • Try different network

Password Not Working​

Solutions:

  1. Password Reset

    • Use "Forgot Password" option
    • Check email for reset link
    • Create new password

  2. Check Password Requirements

    • Minimum 8 characters
    • Include uppercase, lowercase, numbers, special characters
    • No spaces

  3. Account Locked

    • Wait for lock period to expire
    • Contact support to unlock
    • Review security settings

Account Locked​

Causes:

  • Multiple failed login attempts
  • Security policy violations
  • Suspicious activity detected

Solutions:

  1. Wait Period

    • Wait 15-30 minutes
    • Account unlocks automatically

  2. Contact Support

    • Provide account details
    • Request immediate unlock
    • Verify identity

  3. Prevention

    • Use correct credentials
    • Enable 2FA for security
    • Monitor account activity

Diagnostic Steps​

Step 1: Verify Credentials​

  1. Check email address spelling
  2. Verify password (check Caps Lock)
  3. Try password reset if unsure

Step 2: Check Account Status​

  1. Verify account is active
  2. Check subscription status
  3. Review account details

Step 3: Test Connectivity​

  1. Run connectivity test
  2. Check internet connection
  3. Verify firewall settings

Step 4: Browser Troubleshooting​

  1. Clear cache and cookies
  2. Try incognito/private mode
  3. Test with different browser
  4. Update browser

Prevention​

  • Use strong passwords
  • Enable two-factor authentication
  • Keep credentials secure
  • Monitor account activity
  • Regular password updates

Still having issues? Contact Support

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