Common Issues & Helpful Information

If you’ve arrived at this page, chances are you’re unable to access the members area. This could be for several reasons. See below for helpful information and browser-specific tips.

Usernames & Passwords

1) All usernames and passwords are case-sensitive. Please ensure that you’ve correctly entered your credentials exactly as they appear on your email receipt.

2) If you’re absolutely certain that you’ve entered your credentials correctly, and are still unable to access the members area, please submit a ticket to customer support here.

3) In some instances, some usernames and passwords may not work because they became corrupt during creation -OR- the user has accidentally added a leading or trailing ‘space’ to their username or password, in which case they will need to be reset by customer support here.

Locked Out Users/IP Addresses

1) Sharing login information: If you share your username and password with other people, your credentials will be locked. Locked credentials are released automatically at 6am EST (11am GMT).

2) If you’ve attempted to login 5 or more times with incorrect credentials, your account access will be restricted for 60 mins.

3) If your credentials are confirmed correct by customer support, and they are able to access the site using them, but you’re still unable to login to the members area, you most likely have a browser cache / cookie issue that needs to be cleared. See below for browser specific troubleshooting tips.