Why can’t I log into my account with my email address or password?

There are a few reasons why you may not be able to log in or sign in to your account; 

• You may have a saved password on your computer, which could differ from your account password.
• You may be using an incorrect password. If you've forgotten your password, you can reset it online here.
• You may be using an incorrect email address. Make sure you use the same email address as the one you used to sign up for your account.
• You are unable to set up Multi-factor Authentication (MFA) on your account. If you are unable to set up MFA, you can find further information here.
• Your account may have been blocked due to multiple failed login attempts. To get your account unblocked, please get in touch with our Customer Service team at the bottom of this page, and after verification, they will fix it up for you.
• Based on a careful analysis of your online account we may have reason to believe your account is at risk of unauthorised access. For your security and to mitigate this risk, our cyber team may have suspended your account.
• You have opted to self-exclude from our services.

 

You can find further information on how to reset your password here.

 

If you continue to experience trouble with logging in after following the information above, please connect to Live Chat for further assistance. 

 

Last Updated: 21st May 2024