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.

I need to update my payment information
For all non-PayPal subscribers, you can update the payment information right on the site. Whether you've received a notice via email or if you know your card info will change soon, go to the home page and select Login. Instead of entering your credentials, select My Profile (corner of the pop up box). At this screen, enter your login credentials and select your subscription level from the drop-down menu.* This will direct you to your profile, where you can change your card information or cancel your subscription.

*If you don't know your subscription type or need your password, please email us! julian@thequadguy.com

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
Go to the home page and select Login. Instead of entering your credentials, select My Profile (corner of the pop up box). At this screen, enter your login credentials and select your subscription level from the drop-down menu.* This will direct you to your profile, scroll to the bottom and follow instructions to cancel.

If you don't see an option to cancel in that area, or are having trouble logging in, please email julian@thequadguy.com and we will process cancellation the same day!

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