Introduction
Use this guide if you need help requesting a one-time access code, resetting your account password, or regaining access after your password has expired or your account has been locked.
Signs
- You cannot sign in to your account.
- You are prompted to enter an access code.
- Your password has expired.
- Your account is locked after multiple failed attempts.
- You need to reset your password.
Basic troubleshooting steps
Before requesting a new password, check the following:
- Confirm that you are using the correct email address or username.
- Check your inbox and spam folder for any password reset or access code email.
- Make sure your account has not already been unlocked or reset.
- Wait a few minutes and try again if you recently requested a code.
- Verify that your internet connection is working correctly.
Advanced troubleshooting steps
Step 1: Request a new access code
Select the option to reset your password on the sign-in page. Enter your registered email address or username, then follow the instructions sent to you.
Step 2: Use the code or reset link
Open the email or message containing the access code or reset link. Enter the code exactly as shown, or use the link to create a new password.
Step 3: Reset your password
Choose a strong new password that meets the account requirements. Save it securely and avoid reusing an old password.
Step 4: Try signing in again
Return to the sign-in page and log in with your updated credentials. If you still cannot access your account, request another code or contact support.
Contact support
If you are still unable to reset your password or receive an access code, contact support. Include your account email address, a description of the issue, and any error messages you see.