Where to start narrowing down the problem
Before changing anything, look closely at exactly what error message you're getting. "Wrong password," "account not found," and "account temporarily restricted" point to completely different causes and call for different fixes.
It's also worth checking exactly what you're typing into the fields — a stray space, Caps Lock left on, or a mistyped character are the most common yet most easily avoidable mistakes.
If the error message isn't clear, or no message appears at all, the sections below help you work through the possible causes by category.
When it comes down to your login details
The most common cause is simply a forgotten or mistyped password. If you enter incorrect details several times in a row, some systems will temporarily lock further attempts for security reasons, to prevent unauthorized login attempts.
If you're not sure whether the password or the associated email address is correct, don't keep guessing — that only raises the risk of a lockout. Instead, the password reset process offers a far quicker and safer route.
It's also possible that the email address used during registration doesn't exactly match the one you're using to log in — a typo, for instance, may have created two separate accounts. In that case, customer support can help sort out the details.
When your account status is blocking the login
If you're sure the password and email address are correct but the login still gets rejected, check whether the account itself is affected. In certain cases — an unconfirmed email address, verification in progress, or suspected policy violation, for instance — the system may temporarily restrict or suspend access.
This doesn't necessarily mean a permanent problem. Most such states are temporary, and the system or customer support will explain the reason, along with what's needed to resolve it.
If you're unsure about your account's status, it's worth checking the account settings page before trying to log in again — sometimes it shows more precise feedback than the login error message itself.
Challenges around two-factor authentication
If two-factor authentication is active on your account, you'll need to enter a second, typically time-limited code after your password. If this code doesn't arrive, or has already expired by the time you enter it, the login gets interrupted.
Check that the device you're expecting the code on is actually accessible and set up correctly — for instance, whether its clock is set correctly, since a time mismatch trips up code generation in many authenticator apps.
If you temporarily or permanently can't access the device or app that generates the code, this doesn't by itself mean the account is lost, but it does call for reaching out to customer support directly to restore access.
Technical factors that can also cause trouble
Not every login error is tied to your account or details — sometimes the browser or device itself is the culprit. An outdated browser version, a bloated cache, or an overzealous extension can all interfere with how the page functions.
| Symptom | What's worth trying |
|---|---|
| The page doesn't load fully | Clear cache and cookies |
| The login button doesn't respond | Update the browser or try a different one |
| Odd error messages appear | Temporarily disable extensions, especially ad blockers |
| The site works fine elsewhere, just not on this device | Try a different device or network |
If none of this solves anything, our page on browser and device settings goes through the technical causes in more detail.
When it's better to contact customer support
If you've gone through the steps above — checked your details, ruled out technical causes, and still can't log in — it's time to bring in customer support. This is especially true if you're getting a message about your account status, or if you've permanently lost access to your two-factor authentication device.
To speed things up, it helps to have your basic account details ready in advance, along with a precise description of the error message you saw and the steps you've already tried. This can shorten the resolution time considerably.
It's worth knowing that most login problems can be resolved and rarely mean the account is permanently lost. Patient, step-by-step troubleshooting gets you to a solution in most cases, well before outside help becomes necessary.