Q:
I get an "auth.failed" error and cannot log in. What should I do?
A:
The 'auth.failed' error indicates that the email address or password provided does not match our records. Please follow this troubleshooting process to regain access to your account.
Troubleshooting Process
Re-verify Your Credentials
Email Address: Ensure there are no extra spaces and that you are using the correct case (uppercase/lowercase).
Password: Check if your entry meets the following mandatory security requirements:
- Minimum 8 characters.
- Includes at least one uppercase letter.
- Includes at least one lowercase letter.
- Includes at least one numeric digit.
Reset Your Password
If you are certain the information is correct but still cannot log in, please perform a manual reset:
- Click the 'Forgot your password?' link on the login screen.
- Enter your registered email address and click 'SEND.'
- Follow the instructions in the automated email to set a new, secure password.
Still Having Trouble?
If you do not receive the reset email or continue to encounter the error, please try clearing your browser cache or contact our Customer Support directly for technical assistance.