Account Troubleshooting Guide

Common Account Issues and Solutions

This guide will help you resolve common problems related to your account access and management.

If you're unable to log in, please try the following steps:

Check your username and password: Ensure you are entering the correct credentials. Passwords are case-sensitive.
Reset your password: If you've forgotten your password, use the "Forgot Password" link on the login page. You'll receive an email with instructions.
Check your internet connection: A stable connection is required for login.
Clear your browser cache and cookies: Sometimes outdated data can cause login issues.
Try a different browser or incognito mode: This helps rule out browser-specific problems.

If you're still having trouble, please contact support.

Accounts may be locked or suspended due to multiple failed login attempts or suspicious activity.

Wait before trying again: If locked due to failed attempts, wait a short period (e.g., 15-30 minutes) before attempting to log in again.
Contact support: For persistent lockouts or if you believe your account was suspended unfairly, please reach out to our support team with your account details.

Important: Do not share your password with anyone, including support staff. We will never ask for your password.

If you encounter issues while trying to update your profile details, email address, or other account settings:

Verify your email address: If you're trying to change your email, ensure you have access to the current one to confirm the change.
Check for required fields: Make sure all mandatory fields are filled correctly.
Browser compatibility: Ensure your browser is up-to-date and compatible with our platform.
Permissions: Some settings might be managed by an administrator if you are part of an organization.

If you're having trouble with 2FA:

Check your authenticator app: Ensure your app is running and synced correctly.
Verify the code: Codes are time-sensitive; make sure you are using the current one.
Backup codes: If you've lost access to your primary 2FA method, use your backup codes. You should have saved these when setting up 2FA.
Lost device: If you've lost your 2FA device, please contact support immediately to secure your account and regain access.

Tip: Regularly review and update your 2FA settings, especially if you change your phone number or device.

If your issue is not covered here or you require further assistance, our support team is ready to help.

You can reach us via:

Please provide as much detail as possible about your issue, including any error messages you receive, to help us resolve it quickly.