The most common problems with login failure are:

1. Shift Lock is on. User Name and Password are case sensitive, meaning they must be inputed exactly as shown in your email confirmation or Lost Password results. Be sure Shift Lock is off.

2. Browser Cache.

Your Browser, for example Internet Explorer, stores your User Names and Passwords, if you have “cookies” enabled. If enabled the browser pulls up a previous cached record. If you made an error logging in, the cache will repeat the error each time you attempt to log in. To remedy this problem, hit the refresh button on your browser and then manually type in your user name and password. If your browser pulls in the past record when you type the first few characters, delete them and type anew.

a. If this does not work clear “cookies” in your browser and do a restart.

b. If this does not work reduce the “security” setting in your browser.

c. If you do not have the latest browser, update your browser. Explorer 7.0+ and Netscape 7.0+ and Firefox all work on all our tests.

3. Virus Blocking.

Try turnng off virus protection, retart and test. If now ok allow “matrixinstitute.com” on your white list of allowed sites.

4. Membership Lock Out.

Our software has a feature which prevents password sharing. When this occurs our system detects another user’s computer and locks out the user. This not only prevents password sharing, it also prevents hackers and spam attacks. Contact support if you believe you have been locked out.

5. Membership Expired. We send notices out when your membership is about to expire. If you changed your email address you will not receive our notices. If you are using a virus protection program or service, our email may not be getting through.