Your member may be unable to login for the following reasons:
1. Incorrect Email Address
Your member must login with the email address used in the setup process. 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.
2. Incorrect Password
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, follow these steps
3. A Typo
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.
4. Incorrect Case (Capital Lock)
Did your member leave the capital lock turned on when typing their password? Passwords and email addresses are case sensitive.
5. Email Address or Password Autofilled
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 your email address or password. This space may be included as a character in your 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.