There are a number of reasons you might not be able to log in. The generic error message for a failed login attempt is 'The username or password you entered is incorrect. Please try again.' though this is not always the reason for a failed login.
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Please ensure you are entering the correct login details, although this seems fairly obvious it is a common mistake. People often have other betting accounts elsewhere which can make it difficult to remember login details, if you are unsure please contact us anytime via Live Chat, email or by requesting a call back (In English Only) on the Contact Us page.
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If you are sure the username (account number) is correct then it may be the password. You can reset your password via the Forgotten Password button. You will be prompted to enter your username (account number) or email address. Once submitted you will receive the message 'Thank you. We've sent an email with instructions on how to reset your password.' From here you can reset your password by clicking the link in the email and entering your new password, when done successfully you will receive the message 'Your password has been reset. You can now log in.
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The password reset email should only take a few seconds to arrive in your inbox. If, after waiting 5-10 minutes, the email has still not arrived, please check the following:
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​Email Address
Only the username (account number) needs to be correct for the password reset email to be sent, it will be directed to whichever email address is registered to the account regardless of the email address you enter, this is for security purposes.
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​Username. (account number)
It is a common error to enter a username (account number) you use for an account elsewhere. You will still receive the message that the password has been sent, if you enter someone else's username (account number) by mistake you will be unable to reset their password.
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​Junk/Spam folder.
Our emails may go to your junk/spam folders depending on how you have set your email preferences. Please ensure you check these folders before attempting to reset your password again.
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If you follow these steps and are still unable to login it may be that your account has been closed/temporarily suspended. Possibly due to the wrong username (account number) or password being entered too many times.

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