What this covers
Sign in with the email address you registered, at the portal login page. Almost every failed sign-in is one of four things: the email is not yet confirmed, the password is wrong, the account is temporarily locked after repeated attempts, or you are signing in with a different address from the one that holds your services.
Before you start
Have the email address you registered with, and the exact wording of the message you see. The wording is what tells the two password cases apart.
How to do it
- "Confirm your email" — your account exists but was never verified. Open the verification email we sent when you registered and follow the link. Ask us to resend it if it has gone.
- "Invalid email or password" — the password is wrong. Use Forgot password rather than guessing; ten wrong attempts lock the account for fifteen minutes.
- Locked out after several tries — wait fifteen minutes and use Forgot password. The lock clears by itself.
- You get in but your services are missing — you are almost certainly on a second email address. Tell us both addresses and we will point you at the right one.
- Signed in with Google before? Keep using the Google button. It signs you in to the account tied to that Google address.
What our team checks
Send us the email address and the exact message you see. We can confirm which address owns your services, resend a verification link, and clear a lock.
Next step
Try Forgot password first. If the message says to confirm your email, ask us to resend the link.