Users may occasionally experience difficulty accessing their account/s.

Description:
Login issues typically occur due to incorrect credentials, expired passwords, multi-factor authentication (MFA) delays, or account lockouts.

Common Symptoms:

• “Invalid credentials” error

• Login button not responding

• MFA/OTP not received

• Account locked

Troubleshooting Steps:

1. Confirm correct email/username (watch for auto-fill errors).

2. Ask user to manually type password (avoid copy/paste issues).

3. Reset password and test login.

4. Verify MFA:

   • Confirm correct phone/email for OTP.

   • Check spam/junk folder.

5. Ensure app is updated to the latest version.

6. Clear app cache (Android) or reinstall app (iOS).

7. Check if account is locked in admin portal and unlock if needed.