Troubleshooting Login Issues: Pirsonal Support Guide

A number of things can interfere with your ability to log in to your Pirsonal account. There may be a problem with your login credentials or account status, for example. You may also need to check your browser settings and network connection.

In this article, you’ll learn about what kinds of issues can prevent you from logging in to Pirsonal, and how to address them.

You'll learn...

Pirsonal login credentials

If you have trouble logging in to your Pirsonal account with your account email or password, here are some things you can try:

Request password reset: First, remember that in Pirsonal your username is your email. If you forgot password, please use the Reset Password? link on the login page. Please note: This link could change if your account runs on a dedicated server in which case you should contact support. The Reset Password option will send an email that will let you reset your password. If you do not have access to the email address associated with your account, contact support. If you forgot your email, please contact support.
Check your formatting: Usernames and passwords are case-sensitive, and spacing matters. Be sure to use the correct capitalization, and that there are no extra spaces before or after the text.

Account status

To log in, your account must be active. If you think there may be an issue with your account status, here are some steps you can take.

Activate your account: When you signed up for Pirsonal, we sent an email with an activation link that we use to verify your email address. If you haven’t clicked that link, your username and password aren’t active and because of this, you can’t access your account. Check your email for the account activation email, and click the link to activate your account, and then log in. If you don’t have access to this activation link, please contact support.
Verify that your account is still open: Inactive accounts that haven’t had a login in a year can be closed. To access Pirsonal again, you’ll need to start a new account or contact support to explore your options. We can’t delete an old inactive account to make an old username available. If you have billing questions, contact support.
Your account and contract have been terminated: If your account has violated any of our Terms and Conditions, your account can be terminated without prior notice. Please contact support to verify your account status.

Browser and computer settings

Because Pirsonal is a web-based application, browser and system settings may prevent you from logging in to your account. How to change these settings will vary from browser to browser. Try these helpful sites for more information: Google Chrome, Mozilla Firefox, Microsoft Internet Explorer, Safari, Microsoft Windows Edge.

If you suspect there may be issues with your browser or system settings, here are some possible solutions.

Log in through a different browser or private browsing window.
If you’re able to log in successfully in a different browser or private browsing window, clear your cache and cookies in the original browser and try to log in again.
Use the most recent version of a compatible browser.
We can’t promise full support for beta or developer versions of your preferred browser. To learn more, read our Minimum System Requirements.
Make sure JavaScript is enabled.
Pirsonal uses JavaScript for many features in the application, so make sure JavaScript is enabled in your browser. Each browser manages JavaScript settings differently. Search your browser’s help site to find out how to enable JavaScript.
Make sure cookies are enabled.
Pirsonal uses session cookies to help our website remember changes you make as you move from page to page. Each browser manages cookies settings differently. Search your browser’s help site to find out how to enable and clear cookies.
Remove browser add-ons or plugins.
Add-ons and plugins can block cookies from being stored in your browser and may prevent you from successfully logging in. Search your browser’s help site to find out how to remove add-ons and plugins.
Check your clock and time zone settings.
If you get a system clock error message, check and adjust your system clock and time zone on your computer, or set it to automatically synchronize using NTP.

I’m being logged out of my account

Internet connections are fluid and don’t allow for the same stability associated with desktop programs. If you are logged out unexpectedly while working in your Pirsonal account, please check out the following tips.

Try logging back in: If we detect a period of inactivity in your session while you are logged in to your account, you may see a timeout alert. Simply log in again.
Update your browser version: Make sure you’re using the latest version of Internet Explorer, Firefox, or Chrome.
Clear your cache and cookies: Try clearing your browser’s cache and cookies. Cookies are used to track if you’re logged in to your account and browsers store, or cache, information to help web pages load faster. Over time, this information can build up and result in unexpected browsing behavior until you clear the browser’s cache and cookies.
Check for extensions, plugins, or add-ons: Are there any extensions, plugins, or add-ons enabled in your browser? If you’re getting logged out of your Pirsonal account frequently, you’ll want to try using a different browser or remove or disable any extensions, plugins, or add-ons in your current browser.

Connection issues

We work hard to make sure you always have a smooth, fast connection to Pirsonal. If you experience connectivity issues, please try this:

Run a network speed test: If you suspect your connection may be the problem, run a network speed test. If your connection speed number is lower than 1,000 kbps, your experience with the application may be slow or spotty. Ask your IT department or internet service provider if anything can be done to optimize your connection speed.
Find a WiFi connection that’s less restricted: If you log in to Pirsonal from a free WiFi spot, such as a coffee shop, the connection to our site may be blocked. These places often have restrictions on the types of websites you can use, or have unwritten time limits that may end your session abruptly. Some even turn off their WiFi coverage during lunch-rush hours. If you’re working from a location with highly restrictive WiFi, you may need to change locations or use a VPN.
Lower your maximum transmission unit (MTU) settings.
If you’re connected via Digital Subscriber Line (DSL), an incorrect MTU setting allows many sites to work without any issues, but can cause problems when you connect to more complex sites, like Pirsonal. Try to lower your MTU settings or contact your internet service provider about how to do so.

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