Fixing common login issues

Having trouble getting into your account right now? That is frustrating, but in most cases the issue can be resolved quickly on your own. In this article we walk through the most common causes of login problems and show you how to fix them.

Forgotten password

The most common reason for login trouble is simply a forgotten password. Use the Forgot Password option on the login page. You will receive a link at your stored email address that lets you set a new password in just a few steps. Also check your spam or promotions folder if the email does not arrive in your main inbox.

Incorrect credentials entered

Make sure you are not confusing your username with your email address, and that there are no stray spaces at the beginning or end of what you typed. Your keyboard Caps Lock key can also get switched on unnoticed, which throws off the capitalization of your password.

Browser cache and cookies

Sometimes outdated, cached data in your browser causes login issues. In that case, try opening the page in a private browser window, or clear your browser cache and cookies before trying again.

Account not fully active yet

If you paid for your package by bank transfer, for example, that payment first needs to be manually verified before your account gets fully activated. During this time your account may be temporarily marked as pending. As soon as the review is complete, we automatically notify you by email, and logging in then works normally.

If nothing else helps

If you still cannot access your account despite trying all of the above, contact our support team through the contact form. Describe the exact error message you are seeing as precisely as possible, so we can help you as quickly as possible.