Use this troubleshooter step for login related issues.
If your issue is not related to login issue, please click the << Back button and select a different category.
** NEW ** 2-Factor Authentication.
To better serve all members and further protect your account information, we have implemented a secure two-factor authentication system. Read below to find out how it works:
First Login Authentication - The very first time that you login to your account, you will be presented with a request for a code, to verify your account. This code is emailed to the same email address that you provided to us when you signed up.
Re-Authentication - Occasionally, you will need to re-authenticate your account with a new code. You will need to then check your email for the code requested.
There are a few instances that can trigger re-authentication:
- Clearing browser cache
- Using a different browser
- Signing into your account from a different computer/phone/tablet/device
- Signing into your account from a different physical location (IE: travel)
- Signing into your account while using a VPN service that changes your IP.
- If your Internet Service Provider changes your IP address at any time. Note that many cable internet users get new IPs on a weekly basis.
If you are still unable to log into your account, there are many reasons that may cause this but the most common are:
- Incorrect username and/or password.
Please refer to your welcome email.
You may also reset your password at any time by contacting our support team by clicking "Submit a request' at the bottom of this article OR by clicking "Reset Password" on the login page.
- Ensure all other browser windows and tabs are closed.
As browsers get over-run with multiple instances, they can sometimes become buggy.
- Browser plugins may be interfering.
Please ensure all password-savers, ad-blockers, downloaders and security plugins are disabled then try again.
- Your subscription may have expired.
If you chose a yearly subscription purchase, the subscription may not auto-renew. You may need to purchase a new subscription yearly if this is the case. Same for some specific 90-day subscription options and for some 20-day subscription options. Please visit your biller to understand your billing cycle(s).
- Expired/incorrect payment info.
Your credit card, paypal, wire, e-check, cellular billing etc info may no longer be valid. Please visit your biller to confirm the state of your payment information.
Some financial institutions have automated security checks in place that may have false-flagged your subscription renewal and/or initial purchase. Please visit your biller to confirm the state of your payment information.
- Compromised account.
It may be possible that your login has been compromised.
To learn about the state of your account or to make any adjustments, please visit one of the following links to your biller:
(Remember: your welcome email will have contained which biller you signed up through)
(links open in new window)
If you are still cannot log in or believe this issue is in error, please contact our support team by clicking "Submit a request' at bottom of this article.