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What do I do if my account is locked?
What do I do if my account is locked?

Understand what causes locked accounts and the steps required to successfully login again.

Updated over a week ago

Note that after consecutively submitting incorrect login information five (5) times, accounts are automatically locked for 15 minutes.

To log in, you need to input your case-sensitive username and password, and not your profile name (nickname) or email address. If locked out, please wait 15 minutes and try again with the correct login details.

Tip: Your username is only used to log in to your account. Other members cannot see your username.

A nickname is your screen name viewable to other members. Regardless of whether you change your nickname, your username stays the same.

If you’d like to access your account immediately, please reset your password. Passwords must consist of only letters, digits and symbols (no spaces).

To reset your password

  1. Go to and click LOG IN in the top-right corner;

  2. Click on Forgot your username or password? and enter the email address used to register your profile;

    • An email with your profile’s login information will be sent to that email address.

  3. Once you receive the email (check your Spam folder if you don’t see it in your inbox), click on Reset Password in the email and you will be redirected to a new login page;

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

  5. Click Login and log in with your correct username and your newly-created password.

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