Troubleshooting common sign-up and login issues
If you are experiencing difficulties during the sign-up or login process, you're not alone!
Below are some common issues and solutions that can help you resolve them quickly.
If the problem persists, we’re here to help.
Common issues you might encounter
- “Unable to locate request”
- This message typically appears when our system can't find a request associated with your email or account. Double-check the details you entered during registration.
- “E-mail address unknown” even though you registered
- If you’ve registered but still see this error, make sure:
- You used the correct email address.
- Your registration process was fully completed (check your inbox or spam folder for any confirmation emails).
- “E-mail address known” even though you have not registered
- This might happen if:
- Someone else registered using your email by mistake.
- You signed up previously but forgot. Try resetting your password.
- “Invalid email address” even though you signed up
- Make sure there are no typos in your email address. Common mistakes include:
- Misspelling the email (e.g.,
gmail.coninstead ofgmail.com). - Extra spaces before or after the email.
- “auth_login.id.” error
- This technical error can occur if there is an issue with the login process. A fresh login attempt or clearing your browser cache might resolve it.
What to do before contacting us
- Check your inbox and spam folder
- Make sure you’ve completed the registration process by clicking the confirmation link sent to your email. Sometimes, emails can end up in the spam folder.
- Provide detailed information
- If you still encounter issues, reach out to us with the following details:
- A clear explanation of the steps you followed during sign-up.
- Any error messages you encountered.
- Screenshots of the issue (if possible).
How to contact us
You can get in touch with our support team through the Help Beacon located in the bottom right corner of the screen. Our team will assist you as soon as possible.