If you have a member who is unable to login, it may be for one of the following reasons:
Incorrect Email Address
Your member must login with the email address used when their profile was created. If the incorrect email is used, they will be unable to login. Ask your member if there is another email address they may have used when creating their account.
If your member can't remember their password, you can simply offer to send them a password reset link. To reset your member's password, just follow these steps.
A Typo in their information
Has your member made a simple error when typing their email address or password? The most common typos we see are gnail.com and hotmial.com.
Incorrect Case (Caps Lock)
Did your member leave Caps lock turned on when typing their password? Passwords and email addresses are case sensitive.
Email Address or Password Auto-filled
Did your member save their email address and password so that they can login quicker? Sometimes, this can cause a blank space to be added at the end of their email address or password.
This space may be included as a character in their password, causing an 'incorrect password' error to appear. Simply ask your member to ensure no blank space has been added to the end of their email address or password. Alternatively, they can type their email address and password manually.
Still having trouble? Reach out to email@example.com and we can help.