First ensure that you are using a PC or laptop (not mobile or tablet).
Click on “Forgot Your Password” link on the Login screen.
Then make sure that you have put the correct email address in here which needs to be the one that you registered with us and click “Reset Password".
You will then get an automatic email sent to that address – please check junk mail as well. Follow the instructions in that email and keep a note of your new/new password
You can then close down your PC/ laptop and restart it (just in case this is the problem). Return to the log in page using the link in the email we sent you and using your new password
If the problem persists please contact firstname.lastname@example.org with full details.