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--- trouble:unable_to_log_in [2019/07/01 21:26]
+++ trouble:unable_to_log_in [2019/07/01 21:26] (current)
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+====== Unable to Log In ======
+Having difficulties logging into your StockCharts account? Read on to figure out what's wrong and how to fix the problem.
+==== Has your account expired? ====
+One potential reason for your inability to log in is that your account may simply have expired. We send out several reminder emails to everyone before their account expires, but it is possible that those emails were filtered as "Junk" and didn't reach you.
+**Learn More:** [[:account#reactivating_an_expired_account:|Reactivating an Expired Account]]
+==== Was your latest payment declined? ====
+**For new members:** Once your free trial period is over, we will charge your credit card for your first subscription period. If that charge is declined for some reason, we will place a hold on your account and send you an email message explaining how to resubmit your payment information. Please check your email (and possibly your "Junk Mail" folder) for those instructions.
+**For auto-renew members:** If your automatic payment is declined for some reason, we will place a hold on your account and send you an email message explaining how to update your payment information. Please check your email (and possibly your "Junk Mail" folder) for those instructions.
+==== Are you entering the correct password? ====
+It happens to all of us - we think we are entering the correct password for our account, but we are off by just a character or two. Unfortunately, computers are very picky about such things. If you get a red message at the top of the page that says "The password you entered is incorrect" it means that things didn't match up for some reason. Here are several things to try:
+  * Make sure you entered your email address correctly in the "User ID" field.
+  * Make sure the "caps lock" key is not on accidentally.
+  * Make sure you aren't holding down the shift key when you shouldn't be, especially when you're typing in numbers and symbols.
+If you are unsure of your password, click the "Forgot Password?" link on the login page to have it emailed to you (or just [[https://stockcharts.com/h-mem/password.html|click here]]). Make sure that your email program is accepting all messages from "stockcharts.com" and not filing them in the Junk section.
+==== Is your browser rejecting our cookies? ====
+Our login system relies on "cookies," which are little bits of data that are stored by your web browser. Normally, web browsers accept all cookies without much fuss; however, there are some browser settings that can interfere with things. If your web browser is rejecting our cookies, you will either be unable to log in or you will be logged out shortly after logging in. Both situations can be very frustrating.
+Unfortunately, every browser has a different method for changing their cookie settings. [[https://www.wikihow.com/Enable-Cookies-in-Your-Internet-Web-Browser|This //wikiHow// article]] has fairly complete instructions for most popular browsers.
+==== Are you seeing a cached version of our website? ====
+Web browsers have the ability to save copies of web pages that they have visited in the past inside your computer. This process, called "caching," is used to significantly speed up your online browsing. Unfortunately, for a variety of unusual technical reasons, sometimes browsers will save copies of pages that they shouldn't. If your browser incorrectly caches our login page, you may see the cached version (showing that you are logged out) instead of the new version (showing that you are logged in). If that happens, you need go through a process called "clearing the cache."
+Unfortunately, every browser has a different method for clearing their cache. Below are links to websites that explain how to do this for several different browsers:
+  * [[https://www.refreshyourcache.com]]
+  * [[https://www.wikihow.com/Clear-Your-Browser%27s-Cache]]