Are you having trouble logging into our customer portal? We’re here to walk you through the solutions to some common issues customers experience while logging in.
I can’t sign in with my current password.
Please check if you have mistyped your password. Here are some errors people often make:
- Letters and numbers similar in appearance: I and l; O and 0;
- Mistaking an uppercase letter for a lowercase one or vice versa.
If you still can’t sign in, please consider resetting your password.
The website is asking me for a 6-digit code. What is that?
If we are asking you for a 6-digit code, it is very likely that you have enabled 2-step verification. Check out our 2-Step Verification Blog for more information about how to use 2-step verification with our customer portal.
The website says my account is disabled.
Please contact us at email@example.com and we will investigate your case.
I recently requested to change my email address and now I can’t sign in to my account.
When we complete processing your email change request on our side, we will send a confirmation email to both your old and new email address. From then, you’ll need to use your new email address to sign in to your account.
I recently changed/lost my phone and cannot access Google Authenticator. How can I sign in?
Please select Try Another Way on the 2-step verification page. If you have enabled Text Message or Security Question as backup method(s), you may still be able to sign in to your account.
If you didn’t enable a backup method or can’t access them, contact us at firstname.lastname@example.org to request a reset of your 2-step verification methods. We will need to ask you some questions to verify you are the account owner.
Check out our 2-Step Verification Blog for more information about transferring your verification codes if you change your mobile device.
I typed the incorrect verification codes/security question answers too many times and am now locked out of my account.
To protect you against potential cyberattacks, please wait a couple of days before trying again.
If you are the account owner and unable to access all 2-step verification methods, please contact us at email@example.com for assistance.
Why is the website not allowing me to save my password to a password manager?
We know the importance of password managers and its clear benefits over the practice of memorizing passwords across different sites. We don’t discourage customers from using password managers, however we have disabled the password autofill feature.
We have made this hard decision because of security risks of browser-integrated password managers. It lacks any kind of authentication by default before automatically filling in your password. We unfortunately cannot enable you access to autofill for other password managers, due to the fact they share the same mechanism in detecting and processing password fields as the integrated one.
While we totally understand this may cause some inconveniences, we appreciate your support for our effort to protect your privacy.
I was entering the Google Authenticator code shown on the screen but the website still states the code is not correct.
You need to make sure the date and time on your mobile device is correctly synced. We would strongly recommend you check if you have disabled the “Automatically Adjust Date/Time” feature in your device’s settings.
Contact Polaron For More Information
If you don’t see your issue discussed in this article, feel free to contact us at firstname.lastname@example.org for further assistance.