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User Sign-in

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Users can sign in from the sign-in page by providing their email address and password. It is possible to sign-in using any of the email addresses that the user has added to their profile and verified by following the steps provided in the verification email sent to the email address.

Sign-in with Google

Users have a Google account can also sign in directly using the email address associated with their Google account. Users use services such as Gmail and Google Business Apps have Google accounts, so such users can easily sign in with their Google credentials. Signing in with Google has multiple advantages, some of which are listed below.

  1. When users sign up with Google, they do not have to provide a password. This adds an extra layer of security to their user profile, as their password is not saved (since it hasn't been provided).
  2. Users need to remember only their Google password.
  3. Users need to only change the password associated with their Google accounts, if they believe that the password may have been compromised.

Troubleshooting sign-in failure

Sign-in can fail due to a multitude of reasons.  All possible reasons for sign-in failure are explained below.

a. Invalid email address

If the value provided in the email address field on the sign-in page is not a valid email address, the platform will be unable to determine the profile of the user; thus, sign-in will fail.

The first thing to check after encountering a sign-in failure should be to review the email address to make sure it is valid.

b. Unknown email address

Sign-in also fails if the email address provided has never been registered on the platform before.  Please review the email address provided and make sure there are no typing errors, etc.

If unsure, try signing up with the same email address to see if the email is registered on the platform.

c. Unverified email address

The next possible reason for a failed sign-in is an email address that has been registered but not verified.  Please make sure that you have verified the email by following the steps described in the verification email sent to the email address when the email address was registered on the platform.

If unsure, try signing up with the same email address to see if the email is registered on the platform. If the email address is registered but not verified, the verification email will be sent to the email address again. Complete the verification and then return to sign in.

d. Incorrect password

This is the most common reason for sign-in failures.  Please ensure that you are providing the correct password.

Use the forgot password feature if unsure of the current password.

e. Deactivated email address

Under exceptional circumstances, we have to deactivate a user's profile and all of its associated email addresses.  We do so only after noticing repeated violations of the platform terms of use by the user and continued disregard of the warnings sent by us.

If you have been successfully signing in with an email address and suddenly find yourself not being able to sign-in, despite none of the cases above being applicable, please check your emails to see if you profile has been deactivated.

If unsure, contact us along with your email address to check the status of your user profile.

Recovering from sign-in failures

If you are unable to sign-in, have reviewed all scenarios described above and found none of them to be applicable to your profile, you will have to use the forgot password feature to reset your password.

Please do not send password reset requests to us as we do not have access to your passwords and therefore can neither provide you your current passwords nor reset them. Any requests for resetting passwords will be ignored at our end.

FAQs

a. Can I share my email address and password with someone else?

Sharing email addresses and password between users is strictly prohibited by the platform terms of use.  Therefore, users must not share their email address and/or password with anyone else and guard this information as their personal confidential information.

b. Why is the error message displayed on sign-in failure generic?

Regardless of the reason behind a sign-in failure, users see a generic message that lists all possible reasons why sign-in might have failed.  This is done deliberately to prevent malicious actors from trying out valid email addresses to see which ones are registered on the platform.  Revealing that an email address is registered on the platform usually allows malicious actors to launch brute-force password cracking attacks using that email address, hence the precaution of not revealing that the email address is registered.

Last edited: December 10, 2018
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