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Technical Support
When I try to log in, I receive the error message “Your email or password was incorrect.”
Double-check you have entered your e-mail and password correctly and the “caps lock” key is off. You can also click on “SHOW” in the password field to check if you have entered all the letters and numbers of your password correctly. If you receive the same error again, please click on “Forgot Password?” to reset your password.
I tried registering online, but when I submit the form, I get the message “Sorry, an account with this email address already exists. (ERROR: 148)”
Please click on “Sign In” to try to log in to your account. If you do not remember your password, or have not set a password yet, please click on “Forgot Password?” and you will be sent an e-mail with a link to reset your password. Please check your junk mail or spam folder for this e-mail if it does not show up in your inbox. For your security, the link within this e-mail expires within 72 hours.
I am trying to register, but I keep receiving the error message “Weak password. Add more characters, spaces or words to strengthen it”
For your own security, we require passwords that reach a password strength rating of at least “good” and contain a minimum of 10 characters. Your password can be strengthened by adding a combination of upper and lower-case characters as well as special characters.
After I sign in, I receive the following message “New device detected We noticed that you’re attempting to sign in from an unknown computer or device. Answer your security question to confirm your identity and continue signing in.”
As an extra layer of protection, our website will ask you for the answer to the security question you set when you registered your account. Please note that the security answer is case-sensitive. If you do not remember your security answer, please contact us via web chat or call us at 1-844-633-2627 and we can send you a link via e-mail to reset your security question and answer.
I entered my password incorrectly multiple times and received an error message that said my account is locked.
As an added security measure, if you enter your password incorrectly five times your account will be locked temporarily for 20 minutes. Please wait 20 minutes before trying again or click on “Forgot Password?” to reset your password.
I entered my security answer incorrectly and now my account is locked.
Your account will be locked after entering your security answer incorrectly five times. Please contact us via web chat or call us at 1-844-633-2627 and we will be able to send you a link to reset your security question and answer to your e-mail inbox.
I clicked on a password reset or security question and answer reset link and the link is expired
Links to reset your password or security question and answer expire within 72 hours. To obtain a new link to reset your password, please click on “Forgot Password?” on the Sign In page. To obtain a new link to reset your security question and answer, please contact us via web chat or call us at 1-844-633-2627 and we will send you a new link via e-mail.
