The most common causes of problems
Most failed logins have a simple explanation. Before you start looking for a complicated solution, it pays to run through the most ordinary list.
- a typo in the email or the password,
- Caps Lock switched on while typing the password,
- an incorrectly saved old password in the browser,
- a slow or interrupted internet connection,
- a temporary outage on the service's side.
The good news is that you can spot these causes quickly. First try entering your details slowly and carefully, ideally without the browser's autofill, which sometimes inserts an old password. Once you have ruled out the most ordinary slip-ups this way, only a few specific situations remain, which we cover below.
A forgotten password or login email
A forgotten password is the most common reason someone cannot get in. Yet the solution is direct and you can handle it yourself.
On the login screen, use the password recovery option. You enter your email, and a link to set a new password is sent to it. The whole procedure, including tips on how to create a strong and memorable password, is covered on the Forgotten password page.
A trickier situation is when you are not sure which email you used at registration. Try to recall the main inbox you use regularly and search it for older messages related to your account. If even that does not help, get in touch with support.
A locked or temporarily suspended account
Sometimes login fails because the account is temporarily locked. It is not always a problem; often it is a protective measure.
A temporary lock can occur after several failed login attempts in a row. That is how the system prevents anyone from trying to guess the password. In such a case it is usually enough to wait a while and then try again with the correct details.
An account can also be suspended for other reasons, for example during identity verification or in the event of suspicious activity. If you are not sure why you cannot log in, support will clear it up fastest. Protecting your access is also covered in the Safety section.
Two-factor authentication (2FA)
If you have two-factor authentication switched on, after entering your password a second step is required, for example a code from an app or from a message. It is a strong protection for your account, but it can occasionally be a source of a snag.
The most common problems and what to try with them:
- The code does not work: check that your device has the correct time, since time-based codes depend on it.
- The code did not arrive: wait a while and check your connection, or request a new one.
- You have lost access to the second step: in this case you usually cannot manage without help from support.
How to switch on and manage 2FA is covered on the Safety page. We recommend setting up a recovery method right at the start, while you still have access.
What to check step by step
When you do not know where the problem is, it helps to go through the points in order. You will resolve most situations before you even reach the end.
- Confirm that you are typing the correct email, without a typo and without an extra space.
- Type the password by hand and check the Caps Lock key.
- Try a different browser or a mode without saved details.
- Clear the browser's cache and cookies.
- Check your internet connection and try another device.
- If you use 2FA, have your second verification step ready.
If nothing helps even after these steps, the problem is probably not on your side. That is when it makes sense to get in touch with support. For repeated browser crashes, also see performance problems.
When to write to support
You can resolve most small things yourself, but some situations belong directly in the hands of support. There is no need to delay.
Get in touch when you lose access to both your email and your second verification step, when you suspect that someone else has reached your account, or when you cannot log in even after going through all the steps above.
So that support can help you faster, prepare as much detail as possible: which email belongs to the account, exactly what is happening and what you have already tried. A specific description shortens the whole resolution, because support does not have to establish the basics and can get straight to the heart of it. If you suspect unauthorised access, do not put it off and change your password as soon as possible, and also go through the recommendations in the Safety section.