There are two common problems with passwords:

1. You did not realize that passwords are case sensitive
2. You maybe using the passwords in the wrong place (our system uses two different passwords, one for your personal data, the other for your courses)

See below for how to solve these problems.

1. The email and password address fields are case sensitive, so you must enter them EXACTLY as you did when you created the profile. So "cat", is not the same as "Cat".

The problem may be one of the following

• You have your Caps Lock key on. If you originally typed your password in lower case and you have your Caps Lock key on, it will not work. Turn off your Caps Lock key, and try again.
• You are not using the correct combination of upper and lower case letters.
• If you have forgotton your password, click on the text "Password forgotten? Click here." which you will find underneath the password box. A new password will be mailed to you. You can then login to your profile and change the password to whatever you like.

2. You may be using the wrong password and confusing your User Profile Password with your Document Open Passwords.

• The User Profile password is the password you created when you ordered your courses, and which gets you into your personal area on our website so you can see what you ordered. If you forgot your User Profile password, you can ask the system to email you a new one by clicking on My Profile and click the "Password forgotten" link.
• The Document Open Password on the other hand is the password you need to open and print each course unit. Once you have logged in to your profile, click on your order (a blue button) then read the instructions on the screen. There are two sets of instructions: One set for if you purchased a package of course units, and a different set of instructions if you purchased an individual course unit. Make sure you are following the correct set of instructions according to what you purchased. Caution: do NOT try to open the course units using your User Profile password, you need to use the Document Open Password. If you read carefully the instructions on the screen you will find all the correct Document Open Passwords for the courses you ordered.