You may not be able to access your account for a number of reasons. Please check the following:
Incorrect password
Ensure you are entering the correct password. Passwords are case-sensitive, so check that Caps Lock is turned off and that there are no extra spaces. If needed, click “Forgotten password?” to reset it.
If you log in with the incorrect details too many times your account may be blocked and you will need to contact us.
Incorrect login details
Please make sure you are using your username, not your email address, to log in. If you’ve forgotten your username, use the Forgotten Details option or contact our Support Team.
Awaiting customer response
The most common reason for your account to be restricted is that we are awaiting your response or documents, which will have been requested via email.
We may restrict account access if we are awaiting a response or information from you. Once we receive the required information, access can usually be restored. Please check your email (including spam or junk folders) for any recent messages from us explaining why access has been restricted and what action is required to restore access.
Self-exclusion
If you have activated Self-Exclusion, you will not be able to access your account during the exclusion period.
Cool Off
If you are currently in a self requested Cool Off or have had one applied to your account, you will not be able to access your account during the period of the Cool Off and must wait for this to end before access will be granted.
Account closure
If your account has been closed, access will no longer be available. Please contact Customer Support if you require further information.
If you continue to experience issues, we recommend trying a different browser or clearing your browser cache and cookies. If the problem persists, please contact our Customer Support Team, who will be happy to assist.
If you have forgotten your Username please contact our Support Team who will be able to help you.