Having trouble logging in? Don’t worry, we’ll get you back up and running in no time. There are a few things you can check to try and work out what the problem is.
Are you using the right log in details?
Your username is the email address you used to create your account. Make sure you’re not entering an old email address, or trying to use a different format when filling in this field.
Have you made an error with your password?
It seems obvious, but double check that you haven’t made an error when entering your password. Passwords must have:
- At least 8 characters
- At least 1 lowercase letter
- At least 1 capital letter
- At least 1 number or symbol
If you’ve made a few attempts to enter your password and still can’t access your account, you might need to reset your password. Follow our guide here.
2-Factor Authentication (2FA) codes
We use 2-Factor Authentication (2FA) to keep you and your money safe. Here are a few things to keep in mind if you're having trouble getting authenticated.
- 2FA works using time limits. Make sure that you enter the code as soon as possible when you receive it.
- Codes expire after 10 minutes. Enter the last code you received.
- If you've entered the incorrectly too many times, you'll be locked out of your account temporarily. Please contact us so that we can verify you and get you back into your account.
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Important:
If you receive a verification code and you're not trying to sign in to your account, it could be fraudulent. Please contact us immediately. Never share verification codes with anyone.
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Think about your security question
When you first created your account, you'd have set up a security question and answer.
We don’t often ask you to answer your security question, but it does happen from time to time, including if you’re logging in after a long period of inactivity.
If you can't remember your security question, please contact us for support.
Could it be a browser or network issue?
It might be that the issue is with your device, browser or network connection. Here are three things that you can try:
- Try clearing your browser cache and cookies.
- Try logging in from another computer, through a different browser or on a phone or tablet.
- Check your network connection and router to make sure you have internet access.
If you still can't connect, the website maybe down due to a technical issue. If this happens, our team will work quickly to resolve the issue, so please try again later.