Why can’t I log in after changing my password?
If you cannot log in after changing your password, it is usually caused by incorrect login details, device or input issues, or temporary technical problems.
Follow the steps below to resolve the issue:
1. Verify your login details
Make sure you are using the correct:
- Username or email address used during registration.
2. Check your password entry
Ensure your password is entered correctly:
- Check capital and lowercase letters.
- Ensure special characters are correct.
- Verify your keyboard language settings.
3. Restart your device
Restart your device and try logging in again.
4. Try using a browser
If you are using the app and your new password is not accepted, try logging in via a web browser instead.
5. Reset your password again (if needed)
If you still cannot log in:
- Click “Forgot your password?” on the login page.
- Enter your email or mobile number or Ecuador ID and date of birth.
- Follow the instructions to create a new password.
Still need help?
If you still cannot log in, contact Customer Support.
Please include:
- Any error messages.
- The steps already tried.