🎯 Objective
This article is designed to help users diagnose and resolve frequent issues preventing them from accessing their accounts.
1. Identification or account issues
Several reasons can explain the inability to log into your account. Here's how to identify and resolve the issue:
Closed account:
A specific message appears when attempting to log in. Please contact Customer Support for more details about the closure.
Email address already used (Duplicate):
It is not possible to create two accounts with the same email address. Use the "Forgot Password" function to reset the password for the existing account or create a new account with a different email address.
2. Display issues (Errors and delays)
If you encounter a display error or malfunction on the login page, it might be because your browser is using outdated data. Clearing the cache and history often resolves this issue:
🌐For Google Chrome
Press simultaneously Ctrl + H (or click on the three dots > History).
Click on "Clear browsing data".
From the drop-down menu, select the interval "All" (or "All time").
Check the first four boxes (history, cache, cookies, etc.).
Click on "Clear browsing data".
🦊For Mozilla Firefox
Press simultaneously Ctrl + Shift + Delete.
From the drop-down menu "Time range to clear", select "Everything".
Check the first four options.
Click the button "Clear now".
If, after these checks, you still cannot log in, please feel free to contact our Customer Support for personalized assistance.
If you forgot your password, follow the detailed instructions in our article.