If you are unable to sign into your account, this may be as a result of any one of several possible reasons. The first place to start is to confirm you are not trying to sign in with an incorrect email address or password. Sometimes this occurs as a result of a typo when creating an account or when trying to sign in.
The Issue Is Likely Your Browser's Cache
It is highly likely that clearing your Internet browser's cache will resolve this issue. Unless you have forgotten your password, it is EXTREMELY unlikely that this issue requires your password to be reset. We have found that more than 95% of sign in issues can be resolved by completely clearing one's browser cache. (Note: Clearing cache is not the same thing as deleting your "cookies".)
In Internet terms, "caching" allows you to do your computer tasks more rapidly. For example, a copy of a webpage may be stored in your browser's cache so that when you try to access it in the future, it loads faster. From time to time we change the look and feel of a webpage or how a page functions. When this occurs, the cached page can conflict with the updated page and the page may not load or function properly. We may have updated the sign in page since you last signed in and the old page may be cached on your computer. If this is the case, the old, cached page may be conflicting with the new sign in page.
Clearing your "clearing your cache" should resolves the issue. Click the following link for "how to" steps (including pictures) for clearing your cache. Be sure to follow the steps that relate to the Internet browser you are using.
If you do not know what browser you are using, visit this page, http://www.whatismybrowser.com/, first and the page itself will tell you what browser you are using so that you can return to the Clear-Your-Browser's-Cache URL and obtain directions for clearing your cache.
Once you clear your cache, be sure to completely close, shut down and then restart your browser before trying to sign in again. When you reopen your browser, you should now be able to return to the sign in page and access your account.
If you are still unable to sign in after following the above steps, we strongly recommend that you try clearing your cache a second time or try signing in from a browser you don't normally use (and therefore one that doesn't have cache stored) before moving on to resetting your password.
How To Reset Your Password:
If clearing your cache did not resolve the issue, you may have forgotten your password. It would be worth trying to reset your password.
Click on the sign in link on the homepage of our website and then click the forgot password link. An email will be sent to the email address you have on file with instructions for resetting your password.
If you do not receive the email, please check your SPAM/Junk Mail folder for the email. If you still do not see the email, this is a sign that you may have entered your email address incorrectly when you created your account or that you used a different email address altogether.
If you you have followed the steps listed above and you are still unable to sign in, Click the following link to open a support ticket and a member of our support team will do everything in their power to assist you.