Some people find a problem logging in.  They change their password, but it doesn’t seem to work.  

Use a different machine or identity

  • Use ‘incognito’ or ‘in-private’ browsing.  (This doesn’t store information.)
  • Try logging in to the website on another machine or phone.

(If either of these work – it was a problem with your browser.)

Clear the cache

One reason can be that your browser retains the old information in its ‘cache’.

What is the cache?

Your browser has a folder in which some items that you have downloaded are stored for future use.  When visiting a webpage, your browser checks if a copy of the page is in its cache already. If so, it will mean webpages load faster. Some browsers refer to it’s cache as Temporary Internet Files.  Sometimes you are trying to access your cache, rather than logging into the website.  Try the following:

Cache refresh

Sometimes a ‘force refresh’ works – shift+ctrl+F5 is common.  If not, you can find more detailed info here: http://www.refreshyourcache.com/en/home 

Feedback

If you find another, or a simpler solution, also let us know and we will update this advice.

Problem solved?

If none of this works, use the ‘contact’ form.

problem logging in

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