FAQ/TROUBLESHOOTING

My username or password is incorrect
Passwords are case-sensitive, so please double check that you are entering the password exactly how it was setup. You can use the 'Forgot Password' link to reset.

If you entered your email address incorrectly during registration, the username will match that spelling as it was entered.

Passwords cannot START with a hashtag or # symbol. If you created a password with that symbol as the first character, please contact us to reset.

My account says it's inactive, what do I do?
If you just signed up and have not logged in yet, double check that the payment has cleared (e-checks via PayPal will take a few days to process before access is granted). Next, check your email used at sign up (might be in your Spam or Junk-mail folder) for a confirmation message. It contains a link to verify your account! You will not be allowed to login until this step has been completed.

If you've had access and are just now seeing this error message, it may be that your payment failed. You should've received an email saying the payment was not completed and it will give you a re-try date. Once the re-try date has passed and if the card was not updated, the account will be cancelled and can no longer be modified. Please re-register for a new account, and make sure you use a unique password - different from your previous account!

If you are certain the account is verified and paid in full, and you're still having problems, it may be that you're logging in using credentials from a previous registration. If you have been a member to the site before, and used the same email address to register, you will need to make sure you're attempting the password for the newer/Active account. Use the 'forgot password' link and it will send you all passwords related to your login email.

My payment card has changed and I need to update it
For all users who have signed up after 7/14/16, you can login to the site and click on My Profile (top right corner menu) to update payment information.

If you signed up via PayPal and used a registered PayPal account, you can login via PayPal and update the card there. If you signed up using the PayPal link but did NOT create an account, unfortunately you won't be able to update your card. You'll need to cancel the subscription and re-register. 

I want to cancel my subscription
Log in to the site and click on My Profile (top right corner menu), follow the instructions to cancel your account. 

If you do not see an option to cancel in that area, please email julian@thequadguy.com and we will process cancellation the same day.

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