Why am I seeing "Invalid Credentials" when I try to log in?

The "Invalid Credentials" message is a security measure that appears when the system does not recognize the username or password combination you provided.

Step 1: Verify Your Information

The most common cause of this error is a simple typo or a formatting error.

• Check Your Username: Ensure you are using the correct email address or username associated with your account.
• Watch Case Sensitivity: Passwords are case-sensitive. Check that your Caps Lock is turned off and that you are using uppercase and lowercase letters exactly as they were set.
• Spelling: Double-check for extra spaces or accidental characters.

Step 2: Use the "Forgot Password" Utility

If you have verified your username but are still unable to log in, you may be using an old or incorrect password.

• Select the "Forgot Password" link on the login screen.
• Follow the prompts to receive a secure reset link via your registered email address.
• Create a new, strong password to regain access.

Step 3: Troubleshooting Two-Factor Authentication (2FA)

If your username and password are correct but you cannot get past the 2FA verification step (e.g., your code is not working or your device is lost), you will need a manual reset.

• Sync Issues: Sometimes 2FA codes fail because the time on your device is out of sync with the server.
• Request a Reset: If you are permanently locked out of your 2FA method, please contact our support team directly. For security purposes, we will verify your identity before manually resetting your 2FA settings to allow you back into your account.

Updated on: 19/02/2026