I cannot log in to my account

If you cannot access your account please acquaint yourself with this article in which we describe the most common reasons for this and how to resolve them.

 

Invalid login or password”

If you received such an error message, there may be two reasons for it:

- incorrect password. Please reset your password if you have forgotten it

- invalid login details. Please check that your login is written correctly. If everything is correct and the error message still appears, please write to us.

This IP address is not in the white list

This message means that for your account settings have been enabled which prevent you from logging in with your current IP address. Please write to us and we will help to restore access to your personal area.

Invalid one-time password

This error means that two-factor authentication is enabled for your account and the one-time password entered is incorrect. We advise you to take the following measures:

  1. Check and correct the time on your phone, so that it is exactly the same as the time on the internet. You can check the time, for example, here.
  2. Then synchronise the time in the Google Authenticator application, which generates the one-time passwords (Authenticator --> Settings --> Time correction for codes --> Sync now).

If these measures did not help, please contact us.

You can also send a request to cancel two-factor authentication on the website. To do this please follow the link “No access to the device?” after entering your login and password on the website.

Other reasons

If you have entered the correct login details (login/password) but are not authorised, the problem may be with your browser. We recommend to clean your cache and cookies in your browser, restart it and try to enter your personal area again. In addition, you can use a different browser or another device.

If these recommendations did not help, please contact us.