If you are trying to log-in but our system is telling you:

UsernameAndPasswordDoNotMatch

It means that either your Username or Password is not valid.

You can easily (and quickly) resolve this by confirming your username and then resetting your password.

Just follow these steps ...

  1. Have the system resend you your username by following the instructions here:
    Get your username emailed to you
  2. Reset your password following the instructions here:
    Reset your password

If you have problems with either of those steps be sure to follow the steps listed at the bottom of those processes.

If you follow these steps but still can't log-in to the site, please use the button (Report Login Problems) on the login page to have one of our staff members assist you. NOTE: Our staff members are only available during normal business hours, Pacific Time.

Got a minute ... get your issue resolved faster

They say a picture is worth 1,000 words ... well that's even more true when trying to help someone with a computer problem.

If you can send us a picture (screenshot) of your web browser showing the screen with the problem it can often allow us to more quickly identify the problem and provide you with a fast solution. And if you can record a video of your screen showing the steps that you took leading up to the problem we can solve it even faster.

If you have any type of screen-capture system on your computer feel free to use that and send us a link to the image/video.

If you don't have a screen-capture system we recommend using Jing from TechSmith. It's free and allows you to take a snapshot or record a short (under 5 min) video of your screen/process. They even give you a free area to store (and share) a few snapshots or videos. It's a perfect solution for providing us with the informatioin we need to help you get your issue resolved quickly.

If you create a screenshot or video just post a link to the TechSmith online location for the picture/video - or you can share it with us via Google Drive, DropBox, etc. Just post the link in the problem report form.