You may not be able to access your account for various reasons:

Incorrect Password

Ensure you are entering the correct password. Click 'Forgotten password?' to reset it.

Account Locked

Your account may be temporarily blocked for security reasons. Please check your email for more information about the block reason and how to recover access to your account.

Self-Exclusion

If you’ve activated the Self-Exclusion feature, you will be locked out during the exclusion period.

Account Closure

If you’ve closed your account, please contact customer service for further assistance.

If you need more help, check your email for information regarding your account status or reach out to our customer service team.

You can reopen your account if:

• You have deleted your account. In this case, please contact our customer service.
• It is pending verification and your account is locked. For more information, check your account status and/or your email box.
• You have self-excluded, and the exclusion period has ended.
• You haven't used your account in a while.

However, you cannot reopen your account if:

• You have self-excluded, and the exclusion period is still ongoing or permanent
• The account was closed at our initiative, of which you were informed.
• The account is permanently closed for legal reasons.

If you need to reset your account password, please follow these steps:

1-Click ‘Forgotten password?’

On the login page, click on the 'Forgotten password?' link located under the password field.

2-Enter Your Registered Email

Input the email address associated with your account to receive a password reset email. If you don’t receive the email shortly, check your spam or junk folder.

3-Check for Issues

Note that you won’t receive the email if:

• No account exists with the provided email.
• The email has been filtered into your spam folder.

4-Create a New Password

Follow the link in the email to set a new password. Ensure that your new password meets the minimum requirements.

How to log in after resetting your password

Once you’ve set a new password:

• Go to the login page
• Click the yellow ‘Log In’ button in the top right corner
• Enter your email address and new password
• Click Log In to access your account

If you have any questions or need further assistance, please contact our support team.

You can’t recover your username online. However, you can still log in using your email address.

If you don’t remember your username, and you're not sure which email you used, please contact our customer service team.

We use reCaptchas to help keep the site and your account safe. They’re tests to tell if a user is human rather than a robot. You will normally be asked to select images containing a certain object.

If you have any problems loading a reCaptcha, or one freezes, please try the following steps.

Check you’ve completed the test

If you’re not sure of the answer, use the refresh button (a circle with an arrow) to get a new question.

Make sure you’re connected to wifi or mobile data

A slow connection can make a reCaptcha freeze or not work properly. Once you’ve checked your connection, reload the page and try again.

Restart your browser

Close your browser, restart it and return to the page you were on.

Shut down any extensions running on your browser

Some browser extensions can affect how a page works. You can find out if any are running by checking the settings on your browser. Once you’ve deactivated them, restart your browser and return to the page.

Clear your cookies and cache

Some technical issues can be solved by clearing your cookies and cache. Once you have done this, restart you browser and try the reCAPTCHA again.

Restart your device

Once your device has restarted, load the page with the reCaptcha again.

Make sure you’re using a supported browser

reCaptcha doesn’t work with some older versions of browsers. Follow the link for your browser to find details on how to update it:

• iPhone and iPad
• Google Chrome
• Edge
• Safari
• Firefox

Turn off your VPN

Having a VPN (Virtual Private Network) running on your device can interfere with your connection. Turn it off and try the reCaptcha again.

Create a new user profile

You can set up a new user and try the reCaptcha again on the new profile. Follow the links below for your device:

• iPhone
• Android devices
• PC
• Mac

2-Factor Authentication (2FA) is an extra layer of security on your account, so even if your account is hacked or your password is stolen your account remains safe and secure.

Once 2FA is enabled, depending on the chosen method, a 6-digit code will be sent to your mobile, or you will be asked to authenticate via the appropriate application to confirm that it's really you. The device will then be saved as one of your 'Trusted Devices.

How to change the Authentication method?

We will send you a code to check you are still using the same device every 60 days, at this point, you will be able to select the other method.

If you don’t want to wait, you can disable 2FA and enable it again with a different method.

You can enable 2FA when you register an account by following the below steps:

• Select 2FA method
  • For mobile authentication
    • Confirm your mobile number : Enter the 6-digit 2FA code sent to the mobile number registered on the account.
    • Hit confirm.
  • For authentication application : Confirm log in attempt in the appropriate authentication app

Once enabled, you will then be able to see a list of your ‘Trusted Devices’. If you have more than one device stored, you will be able to manage them directly from the page by selecting ‘Remove this device’.

If you didn’t have done upon registration, you can do any time later in your Account :

• Click on “Enable 2-Factor Authentication”
• Depending on the chosen method, enter the 6-digit 2FA code sent to the mobile number registered on the account or authenticate in the appropriate application

How to change the Authentication method?

We will send you a code to check you are still using the same device every 60 days, at this point, you will be able to select the other method.

If you don’t want to wait, you can disable 2FA and enable it again with a different method.