Account Troubleshooting

If you encounter an error while signing in, here are the possible reasons and solutions:

• Your credentials are incorrect
1. Try resetting your password here. If you do not receive an email with reset instructions, your account may not be active, or you may not have an account.
• You do not have an account
1. When the new private area was introduced, all existing users with licenses were transferred. If you have never created an account, you need to contact us using the support form to request a new account and access the latest features
• Your account is not active
1. The activation link may have expired after 30 days, or a distributor may have activated your account for you. In that case, you only need to reset your password form here. If resetting your password does not work, you need to request a new activation link: support form. If resetting your password does not work, you need to request a new activation link:
   1. If your company manages your activation, request a new link from them.
   2. If you are an individual user, contact us via the support form , and we will send you a new activation link via email.

The most common reason for an activation failure is that the link has already been used or has expired. What does this mean?

• The activation link expired (30 days have passed since its generation)
1. If your activation link was sent over a month ago, you must request a new one:
1. If your company manages your activation, request a new link from them.
2. If you are an individual user, contact us via the support form , and we will send you a new activation link via email.
• The activation link has already been used
1. If you purchased a license through a distributor, they may have activated your account with a temporary password. In this case, reset your password here.
2. If you are part of a company, an administrator may have already activated your account. You will need to reset your password here to access your private area.

If you requested a password reset but did not receive an email, one of the following may be the reason:

• The email went to the spam folder
1. Check your spam or junk folder to see if the email was mistakenly filtered.
• Your account is not active
1. Your account may not be active yet. You need to activate it first. If you purchased a license, you should have received an activation link.
• You do not have an account
1. If you were an old user, you might not have an account in the new system. You need to request one through the support form, and we will send you the instructions to create it.