If you cannot log in, the issue is often related to how you are entering your temporary or reset password.
Use the steps below to check your password entry and understand how account lockouts work.
1. Using your temporary or reset password
When we reset your password, or when you first log in with your initial temporary password:
The password is case sensitive.
It will contain at least one capital letter.
You must:
Type the password manually (free type it).
Do not copy and paste the password from the email.
Copying and pasting can introduce hidden spaces or characters.
This will cause an error and will not unlock your account.
Also:
Turn off any browser autofill options.
Make sure the browser is not inserting an old password when you try to log in with the temporary one.
2. What happens if you enter the password incorrectly
If you enter your password incorrectly 3 times: This temporary lock is a security measure and will expire after a short period, allowing you to attempt logging in again.
The system will temporarily lock your account.
However, you can still regain access without contacting support. You can either wait for the lock to expire or use the 'Forgot your password?' link to reset your password and regain access.
3. How to regain access after a temporary lock
If your account is temporarily locked:
Go to the login page.
Click the “Forgot your password?” link.
Follow the steps to reset your password. After completing the reset request, check your email for a temporary password or a reset link, and follow the instructions provided.
Once you complete the reset: This lockout mechanism is a security feature designed to protect your account from unauthorized access.
You can log back in using your new password.
There is no need to contact the support team to unlock your account.