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Why is my account locked? – I’ve updated my password, why can’t I login?

Multiple failed login attempts will lock your account. You will need to reset your password using the Forgot username or password? link on the login page.

Note. Customer service does not have access to reset your password.

When creating a password, you must go by the following requirements. You can click the show password (eye) icon on the login page to see what you are entering.

  • at least eight (8) characters,
  • one uppercase letter,
  • one lowercase letter,
  • one number,
  • and one special character (e.g. !@#$%^&*).

If you’ve successfully updated your password and are still having difficulty logging in, check that the caps lock or numbers lock is on or off appropriately.

You can also check your auto-fill or auto-complete settings, password management settings, or security software interference.

Other things to try:

  • Use a different browser.
  • Sign in from a different device (i.e., tablet, smartphone, laptop, …).
  • Type the password manually if it’s being auto-filled.

Additional Support

If you are using the Professional and Enterprise Edition or Internet Explorer, Windows may be saving an old or incorrect password.

Try the following:

  1. Type "internet options" in the Windows search bar (usually lower-left corner).
  2. Click to open the internet options item on the results list.
  3. In the internet properties, navigate to the General tab, then click Delete in the browsing history area.
  4. In the delete browsing history box, check Form Data and Passwords. Leave all temporary internet files, cookies and website data, and history items checked.
  5. Click Delete at the bottom, then allow time for the changes to take place. You should see a progress bar.
  6. When you return to the internet options box, click OK to close it.

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