I can't Log-in to my program. My password isn't working. I'm locked out of my account.

If you are having trouble logging in to your account ...

Or if you're getting an error message saying that your password isn't working ...

Or if you're locked out of your account for any reason ...

These troubleshooting steps should help you to resolve the problem.

1. First, make sure that you are using the correct password.  Depending on the product you purchased it will either be delivered at this website or at this website.   To check (or reset) your password, visit those links, enter your email address (the same one that you used when purchasing) into the "Forget Your Password?" box, and if you have an account, the system will either email your password to you or a reset link. if one link doesn't work, try the other one (it might be that your product is delivered in the other website).
   
   
2. If you have recently changed your password, be sure to log-out and log back in using the new password.  If you are using a password manager to autofill the username and password fields, it may still have the old password saved which means you'll need to manually type the password in and save over the old data.
   
   
3. Make sure that CAPS Lock is Turned Off.  And Make sure that you are typing your password into the box very carefully.  All passwords are case sensitive.
   
   
4. If you are copying and pasting your password into the password field, be careful that you aren't accidentally grabbing an extra space at the ending or beginning of your selection.  The system will look at this space as an extra character and your login will fail.
   
   
5. If you are still unable to log-in.  Try using a different browser
   
   
6. If that fails, try using a completely different device (preferably on a separate network) - For example, if you've been trying to log in from your home computer connected to Wifi, try your mobile device with Wifi turned off (use your data plan instead) or try to log-in from a neighbor's house (just to see if perhaps there is a conflict with your existing device and/or network)
   
   
7. If all else fails, please send a support ticket to us at [e-mail] and include your username and password that you're currently using to try and log-in along with screenshots of what error messages you're receiving and we'll reply back and help you to get logged in.