Login issues: Common Causes & Quick fixes

Learn how to troubleshoot common login problems and get back into your account quickly.

TIP: Most login issues are resolved by switching browsers, disabling extensions, and clearing cache/cookies.

Use a supported browser

1. Open Google Chrome, Microsoft Edge, or Firefox (latest version recommended).
2. If you’re using Safari or an older browser, close it and switch to one of the supported browsers.
3. Try signing in again.

Disable pop-up or ad-blocking extensions

1. In your browser, open the Extensions or Add-ons menu.
2. Temporarily turn off any pop-up blockers, ad blockers, or privacy extensions.
3. Refresh the page and try logging in again.
4. You can re-enable extensions after you’ve successfully logged in.

Clear your cache and cookies

1. Open your browser’s Settings.
2. Find Privacy & Security.
3. Select Clear browsing data.
4. Choose Cookies and cached files.
5. Clear the data, close the browser completely, then reopen it and try again.

Check your username and email

Your username is usually your preferred email address. 

• To confirm your current email:

  1. Sign in and go to My Account → Profile → Email.

  2. Confirm the email shown is your current preferred email.

• If your email has changed:

  1. Go to My Account → Profile.

  2. Update your Preferred Email.

  3. Save your changes.

  4. Use the updated email the next time you sign in.

Reset your password

1. Go to My Account → Profile → Edit Password.

2. Follow the reset instructions.

3. Try signing in again.

   
   

If you have more than one account

Multiple accounts can cause missing grades, exam history, and purchases. Contact Customer Success and request an account merge. Do not create a new account. Make sure to have the following ready:

• Full name

• Current email

• Previous email(s)

• Any Student ID(s) (if available)

Still need help? Submit a request using the Request Help button in the upper right corner of your screen, and our Customer Success team will assist you.