Frequently Asked Question

I can't access my account!

Last Updated 2 months ago

If you're having problems accessing your account this may be caused by several things. We've listed some of the most common reasons for account access problems below.

Incorrect Login Data

In most cases the issue is simply incorrect login details. Please ensure you have the correct details when logging in.

We've found in the past that sometimes people may have made a typographical error when writing their email address during checkout for example. Check your invoice to ensure your email address was written correctly.

If you're sure your email address is correct, then we recommend simply resetting your password on this page rather than repeatedly trying different passwords. Once your password has been reset you should be able to login to your account again.

Account Lockout

If you've repeatedly tried to login to your account unsuccessfully your account may have been temporarily locked.

Depending on the amount of times you've tried logging into your account then it may take up to 24-hours for our system to automatically unlock your account.

You'll need to wait for the lockout timer to expire before trying to login again, unfortunately for security reasons our team will not be able to unlock your account prior to the timer expiring.

Lost Two-Factor Authentication device

If you can login to your account, but are unable to complete the 2FA process then the only way to unlock your account is to contact us directly. We will request some random details that only the account holder would know to verify your identity.

Once your identity has been verified our team will disable the two-factor authentication on your account which should enable you to be able to login again.

Inactive Old Accounts

If you haven't used your account for a long time your account may have been deleted automatically by our system.

As part of our compliance with GDPR our system automatically deletes all inactive accounts that haven't been logged into after 2 years.

To check if your account has been deleted please try registering a new account using the same email address you used for your previous account.

If you the system allows you to register with your email address then it means the previous account has been deleted by our system.

Unfortunately, once an account has been deleted there is no way for the data within the account to be recovered as it has been permanently deleted.

If our website does not allow you to register a new account with your email address then it means your account exists, but incorrect login details are being provided. If this proves to be the case; all you'll need to do is reset your password.

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