If your login information isn’t being accepted, it generally means one of five things…
- You’re not entering your login information correctly. Your username is (in most cases) the email address you signed up with. Your password will be whatever you set it up to be. If you’ve forgotten your password, use this form to reset your password. Once you do that, *IF* the USERNAME you entered matches a valid account, a secure link to reset your password will be emailed to the address associated with the account. If you don’t receive an email… check your spam folder, it may be there. If you still don’t see the email, there’s a good chance the USERNAME you entered in the form was not found as a valid username. Just send an email support at [email protected] and they’ll be glad to help you figure out what your USERNAME might be.
- You’re not matching upper/lower case on your username/password. Your username and password are CaSE SeNSiTiVE. If you don’t match the upper/lower case of your login credentials, the system won’t accept it.
- You set up your password with non-western characters OR a hashtag (#) ampersand (&) or plus (+) in your password. These symbols are frequently used for command line parameters on the server level, so if you include them in a username or password, the authentication server basically does not recognize them. In that event, just use this form to reset your password.
- You’re subscription has expired. You should receive a notification a week prior to your account expiring to let you know your term is up. If you’re unsure, you can just login via the web site player. If the login fails, the player error message will tell you exactly why. If the account has simply expired, you can just renew your account.
- Your account isn’t setup yet. If you just signed up using the credit card option, we have to manually set up your account. In most cases, that will happen within a few hours (during business hours, 8am-4pm PST.) If you place your order after business hours or on the weekend, please allow extra time. If you don’t receive your login info within 24 hours, email [email protected] and they’ll get that to you. Thank you for your patience.
If you still have trouble logging in, just email [email protected] and they’ll be glad to help.