Fix: Can't Sign In to Your Account
Why This Matters
Sign-in issues prevent you from accessing your account and managing your business. Most login problems stem from a few common causes that you can resolve yourself in minutes, including forgotten credentials, browser issues, or security settings that block the connection. Understanding these causes helps you troubleshoot quickly and get back to work without waiting for support.
Common Causes and Solutions
Forgotten Password
If you can't remember your password, use the password reset process to create a new one.
Navigate to the sign-in page and click Forgot Password? below the login fields. Enter your email address and follow the instructions in the reset email you receive. For complete step-by-step instructions, see the article "How to Reset Your Password."
Forgotten Login Email Address
Many people use multiple email addresses, which can create confusion about which one is associated with your account.
Search your email inboxes for billing receipts, system notifications, or any messages from the platform. The email address where these messages were delivered is most likely your login email. If you still can't determine your login email after checking all your accounts, contact support for assistance.
Incorrect Computer Clock
An incorrect date or time on your computer prevents secure login. The system uses accurate time stamps for security purposes to verify that login sessions are legitimate and current.
If your screen flashes when you try to log in but doesn't complete the login or show an error message, your computer's clock is likely wrong. Common problems include incorrect AM/PM settings, or wrong month, day, or year. On Windows, double-click the Date/Time display in your taskbar to check and correct these settings. On Mac, go to System Preferences > Date & Time.
Outdated Browser Version
Using an outdated browser can cause compatibility issues that prevent successful login.
Update your browser to the latest version. The system works best with these browsers (listed in order of recommendation):
Most browsers update automatically, but you can manually check for updates in your browser's settings menu.
Cookies Disabled
The system requires cookies enabled to maintain your secure login session. If cookies are disabled, you won't be able to stay logged in.
Enable cookies in Google Chrome: Navigate to Settings > Privacy and Security > Cookies and other site data, and select "Allow all cookies" or "Block third-party cookies."
Enable cookies in Firefox: Navigate to Settings > Privacy & Security > Cookies and Site Data, and ensure "Delete cookies and site data when Firefox is closed" is unchecked, or add the platform to your exceptions list.
Check if cookies are enabled: Visit arecookiesenabled.com to test whether your browser has cookies enabled.
Security Software Blocking Access
Security software suites, particularly Norton products, can be overly aggressive in blocking features websites need for secure login.
Check your security software's settings and add the platform's domain to your "Safe Sites List," "White List," or "Trusted Sites List." Consult your security software's documentation for specific instructions on allowing trusted websites.
Browser Problems
Sometimes browsers experience temporary issues or corrupted installations that prevent normal function.
Try signing in using a different browser. If you can successfully log in with a different browser, the problem is specific to your original browser. Consider reinstalling that browser or switching to one of the recommended browsers listed above.
Questions and Answers
Q: I tried resetting my password but never received the email. What should I do?
A: Check your spam or junk folder first—password reset emails sometimes get filtered incorrectly. If you still don't see it after 10 minutes, make sure you entered the correct email address associated with your account. Try the reset process again, and if problems persist, contact support.
Q: How do I know which browser version I'm using?
A: In most browsers, click the menu icon (three dots or lines) and select "About" or "Help > About." The version number will display on this screen, and the browser will usually check for updates automatically.
Q: Can I use the same password on multiple devices?
A: Yes, your password works across all devices. Once you reset or update your password, use the new password on every device where you access your account.
Q: Why does the system care about my computer's time being accurate?
A: Accurate time stamps are a critical security feature that helps prevent unauthorized access. If your computer's clock is significantly off, the system can't verify that your login attempt is happening in real-time, which could indicate someone is trying to replay an old login session.
Q: What if none of these solutions work?
A: Contact support directly with details about what you've already tried. Include information about your browser type and version, operating system, and any error messages you're seeing. This helps support diagnose and resolve the issue quickly.
Q: Will clearing my browser cache and cookies delete my account data?
A: No, clearing browser cache and cookies only removes temporary files stored on your computer. Your account data is stored securely on the platform's servers and remains intact. You'll simply need to log in again after clearing your cache.
Q: Can I stay permanently logged in so I don't have to sign in every time?
A: Most browsers offer a "Remember Me" or "Stay Logged In" option on the login page. However, for security reasons, you may be automatically logged out after extended periods of inactivity. Never use this option on shared or public computers.
Guide Type: Fixes & Troubleshooting
Estimated Time: 5 minutes