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Troubleshooting Tips: Password Reset and Login

Your Reset completed but you didn’t get the email with the temporary password.

  • The email may have been filtered as spam. Please check your spam folder.
  • You changed your email address from the one you originally registered with. If you can still access your old address, check there for the temporary password. If you no longer have access to the old email address, please contact Customer Service.

You got the password email, but you are unable to log in.

  • Make sure you entered the temporary password exactly. If you cut and pasted it, make sure you did not add a trailing space.
  • Make sure you entered your Username exactly. If you are not sure of your Username, please click here to recover it.

“Can not find specified username and email address in database”

  • This message means that either the Username or the Email address is incorrect. See above.

“Profile Update Error(s) – Email address already exists”

How to change your password

  • Once you are logged in, you can change your password by clicking on the “Account icon” (the human) at the top), then open “My Profile”.