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What do I do if I can’t log in to my account?
What do I do if I can’t log in to my account?

Understand the reasons that could cause difficulty when logging into your account and how to troubleshoot for them.

Updated over a week ago

You could be experiencing difficulty logging into your account due to several reasons:

Browser history

Try clearing the cookies and cache from your browser if using a desktop or mobile web browser.

Each time you access a file through your web browser, the browser caches (stores) it. This way, the files (including any images on the page) do not have to be retrieved from the website each time you click the Back or Forward buttons. You should periodically clear the cache to allow your browser to function more efficiently.

For instructions on clearing cookies and cache on your browser, please read How do I clear my cookies/cache?

Additionally, ensure you are using the latest version of your web browser.

Update or reinstall the app

If using the iOS or Android app, updates may be required. Try updating, or uninstalling and reinstalling the app

To log into the website, you need your username and password

If you attempt to login using incorrect credentials (such as the wrong username or an email address in place of a username), the system will return an error message: Your login information is incorrect and you won’t be able to login.

Tip: A nickname is the name that appears on your profile and is visible to other members. A username, on the other hand, is the name that you registered with and which is linked to your password.

Ensure that you're using correct case-sensitive usernames and passwords.

If you forgot your password:

  1. Visit, and click LOG IN in the top-right corner;

  2. Then click on Forgot your username or password? and enter the email address associated with your profile;

    • Your Member Login information will be sent to this email address.

  3. Once you receive the email, click "Reset Password" and you will be redirected to a new login page;

  4. Fill in the form fields with your case-sensitive Username and create a new password (using only letters, digits, and special symbols (no spaces) and confirm it;

  5. After creating and submitting your new password, click Login; and

  6. Log in with your Username and newly-created password.

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