• Wait 15 minutes and try again
• Recover your password (steps below)
• Ensure that you are using the correct username.

Password Troubleshooting

• Double-check password spelling (use the “eye” icon)
• Turn off caps lock or number lock
• Try a different browser or device
• Avoid auto-fill; enter it manually
• Check for interfering settings like auto-correct, password managers, or security software.

Recover Password

1. Sign in to your account.
2. Enter your email, phone number, or username and click Sign In.
3. On the password entry screen, click I forgot my password.
4. Follow on-screen prompts to verify your identity and reset your credentials.

1. On the screen Enter the code we sent to your phone and Enter the code we sent to your email, click Verify your identity.
2. Fill out the questionnaire with your current contact information.
3. Click Next, then follow the instructions to verify your identity.
4. There are five steps to the account recovery process. If you need to change your email address or phone number, you may do so after completing the steps.

1. Launch the desktop program.
2. Click Forgot Username or Password.
3. Enter your email, phone number, or username and click Next.
4. Complete the ReCAPTCHA.
5. Follow the on-screen prompts to verify your identity and reset your credentials.