Frequently Asked Questions & Troubleshooting

    Login and password reset troubleshooting

    If you are having trouble logging in, please use the "Change or Forgot Password" link from the login page. Enter the email address associated with your account and you should receive an email with a confirmation link to reset your password. Click the link in the email and you will be directed to a page to change your password. If the link is not clickable, please copy and paste it into your browser's address window.

    Be sure you click the link in the MOST RECENT password reset email sent to you and be sure to create a password with the following criteria:

    8 characters total or more
    At least one capital letter
    At least one lower case letter
    At least one number
    At least one of these symbols:
    ! @ $ & * ? . - _ + = , ~

    If you do not receive the password reset email, please check your spam and junk folder. If you still cannot find it, please contact us for other possible solutions.

    If you no longer have access to the email address associated with your account AND you had made a payment to us with a payment card or PayPal account, we may be able to verify payment information to assist your with unlocking your account. In this case, please contact us for assistance.

    If you are a free member, with no payment information history, and no longer have access to the email address associated with your account, we will not be able to unlock your account. Please sign up for another account using a different email address.

    If you are experiencing other random problems with the reset password process, please delete cookies and ALL temporary internet files from your browser settings, close the browser, reopen it and try resetting the password again.


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