If you see the message “Incorrect account or password. Please try again.” or are unable to sign in, it may be due to a security protection mechanism automatically triggered by the system.
When multiple sign-in attempts are detected from different locations or devices within a short period of time, the system may temporarily restrict login to protect your account and prevent unauthorized access.
This security measure is a system-wide protective action and does not necessarily mean there’s an issue with your account or the service.
What you can do:
Try again later. Please wait a few minutes before trying to sign in again, or attempt to log in from a stable and secure network connection.
2️⃣ Check your account usage
Make sure your account isn’t shared with other people.
Avoid signing in to the same account on multiple devices at the same time.
3️⃣ Review your login environment
Use your personal devices and trusted networks whenever possible.
If you must use a public computer or unfamiliar device, remember to log out and clear browser history and cache after use.
4️⃣ Reset your password
If you still can’t sign in after several attempts, follow the steps to reset your password.
Choose a strong new password that includes uppercase and lowercase letters, numbers, and symbols.
Avoid reusing passwords used for other accounts.
5️⃣ Enable Two-Factor Authentication (2FA)
Turn on 2FA to add an extra layer of protection when signing in.
This ensures that even if someone obtains your password, they won’t be able to access your account without the verification code.
If the issue continues, you can submit a Problem Report Form or contact our virtual assistant- Elisa for further assistance.