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Trouble Logging In?

If you are getting an "invalid password" error...

Try logging in using your SCREEN NAME instead. Make sure your password and screen name are entered all lowercase and without any spaces. Make sure it is the LATEST password you got, or the one you changed your password to when you first logged in. Make SURE your browser's auto-fill feature isn't adding any characters to the beginning or end of your email, screen name or password as you type it in (go back over it after you've entered it to make sure it is all listed there just once.)

If you tried to log in but nothing happens, or you are immediately brought back to the login screen...

FIX THESE SETTINGS ON YOUR COMPUTER (try logging in after each step before moving on) Since most people use INTERNET EXPLORER 6.0, here are the instructions for that. If that is not your browser, go here >>

1) BAD COOKIE: You may have a bad cookie in your cookies file. In the upper left tabs click TOOLS --> INTERNET OPTIONS --> GENERAL (main tab) ----> then click Delete Cookies AND Delete all Temporary Files. Try logging on again.

2) TIME/DATE: Make sure your time/date is accurate (to within an hour). If it is off, the session cookies will immediately expire or not be accepted at all, thereby not allowing you to log in. go here >>. If the time and date were accurate, move on to the next step.

3) COOKIE HANDLING: Then go to the INTERNET OPTIONS --> PRIVACY tab --> click ADVANCED and ensure that "Override automatic cookie handling" is checked, then "First and 3rd party cookies" should be set to "accept", then check "always allows session cookies" and press OK until you close the windows. other browsers >>

4) TRUSTED SITE: In Internet Explorer 6.0, go to INTERNET OPTIONS --> SECURITY ---> then click the green graphic called TRUSTED SITES --> then SITES ---> and uncheck the "require server verification line" on the bottom, then add www.matchwise.com as a trusted site. Press OK and on the next window set the security level slider to Medium-Low.

5) CONTENT ADVISOR: Process: start Internet Explorer-->Click TOOLS -->Click INTERNET OPTIONS --> click CONTENT-->if Content Advisor on the top of that page is Enabled, either disable it or click SETTINGS and then APPROVED SITES and add www.matchwise.com.

If login buttons don't work...

JAVA SCRIPT NOT ENABLED: Process: start Internet Explorer-->Click Tools, click TOOLS -->Click INTERNET OPTIONS --> click SECURITY tab. Click on the earth <Internet> icon, and then the "Custom Level" button. Scroll to the bottom of the "Settings" list, and locate the section named "Scripting." Under the subsection "Active Scripting", click Enable. Click OK. Answer Yes to the confirm box that pops up. Click OK. Close your browser and then restart it.

By the way, MatchWise works fine with the default settings of most browsers. Sometimes these settings get changed over time and that's when we run into problems. Let us know if none of this works and we'll help you try a few other settings on your computer.


Check your computer's Time/Date settings

Sometimes your browser does not accept cookies because the Time/Date in your task bar is set to an incorrect date.

To adjust your Time/Date:
  1. Click [Start], point to Settings, and then click [Control Panel].
  2. Double-click [Date/Time].
  3. On the Date & Time tab, set your computer's date to the current date.
  4. Click [OK].


How to Enable Cookies

If you have problems logging in, maintaining your login, or registering, you must make sure your browser has "cookies" properly enabled. Cookies are files on your computer that our system interacts with and keeps your login active as you move from page to page.  We do not use cookies to track you, and they expire as soon as you log out.

In some recent browsers, just having cookies turned "on" is not enough to ensure that cookies are actually working.  Some 3rd party security or firewall programs can block cookies.  So, if you continue to have login problems, please be sure to follow the steps below (browser-specific instructions are included in some instances).

Modify your browser's cookie settings

What type of browser are you using?
Internet Explorer    Netscape    AOL    Opera    Firefox


Internet Explorer

Internet Explorer 6.x:

  1. In Internet Explorer click on "Tools" at the top of the window.
  2. Select "Internet Options".
  3. Click on the "Privacy" tab.
  4. In the center of the "Privacy" tab screen, there should be an "Advanced" button. Click this button.
  5. Ensure that "Override automatic cookie handling" is checked.
  6. First and Third party cookies should be set to "Accept"
  7. Check "Always allow session cookies"
  8. Click on "OK"
  9. Exit Internet Explorer and restart your browser
Internet Explorer 5.x (Windows):
  1. From the Tools menu, click [Internet Options].
  2. Click the [Security] tab.
  3. Click the [Custom Level] button.
  4. Click on the "Advanced" button
  5. Scroll down through the window to locate the Cookie Section. Internet Explorer 5 contains two separate locations where cookies are changed:
    Allow Cookies that are stored on your computer.
    Allow per-session Cookies, not stored.
  6. Enable your cookies at each location.
  7. Click [OK].
  8. Exit Internet Explorer and restart your browser
Internet Explorer 5.x (Macintosh):
  1. Click Edit
  2. Select Preferences
  3. Under the Receiving Files option, select Cookies
  4. Under "When receiving cookies:" select the desired level of cookie acceptance
  5. Click OK to finish

Netscape

Netscape Navigator 7.x
  1. Click Edit on the Toolbar.
  2. Click Preferences
  3. Click the Privacy and Security category; expand the list to show the subcategories.
  4. Click Cookies
  5. Three options are displayed. Do the following:
    • Check "Enable all cookies"
  6. If you want to be notified when a web site tries to set a cookie, select "Warn me before accepting a cookie."

AOL

NOTE: If the changes below do not work for you, please minimize the AOL Browser and open and use a SEPARATE browser like Internet Explorer or Netscape.

Properly Enabling Cookies on AOL 9.0:
  1. Click on the AOL "Settings" icon near the top of your AOL window.
  2. In the "Essentials" section, click on "Internet [Web] Options"
  3. Click on the "Privacy" tab.
  4. Click on the "Advanced" button
  5. Ensure that "Override automatic cookie handling" is checked.
  6. First and Third party cookies should be set to "Accept"
  7. Check "Always allow session cookies"
  8. Click on "OK"
  9. Click "Apply" and then "OK"
  10. Exit AOL and restart your computer (This step is important. Do not skip.)
Properly Enabling Cookies on AOL 8.0:
  1. Click on the AOL "Settings" icon near the top of your AOL window.
  2. In the dropdown that appears, select "Preferences".
  3. Click the "By Category" tab
  4. Find "Internet" in the listings.
  5. Click on the "Privacy" tab.
  6. Click on the "Advanced" button.
  7. Ensure that "Override automatic cookie handling" is checked.
  8. First and Third party cookies should be set to "Accept"
  9. Check "Always allow session cookies"
  10. Click on "OK"
  11. Click "Apply" and then "OK"
  12. Exit AOL and restart your computer (This step is important. Do not skip.)

To determine the version of Internet Explorer on your computer:
  1. Click Help from the menu at the top of the screen
  2. Click About (a screen should display giving you the version)
To determine the version of Netscape on your computer:
  1. Click Help from the menu at the top of the screen
  2. Click About Communicator (a screen should display giving you the version)
To determine the version of AOL on your computer:
  1. Click Help from the menu at the top of the screen
  2. Click About America Online


Firefox

Mozilla Firefox
  1. Select Tools | Options... from the main menu.
  2. Select Privacy from the left panel of options.
  3. Expand the Cookies options on the right.
  4. Select "Enable Cookies."
  5. Select "for the originating website only."

Modify your security/firewall/anti-virus software settings
Security/firewall/anti-virus software can sometimes affect how browsers handle cookies. Please make sure you have cookies enabled in your software, or add "www.matchwise.com" to your "safe list" of sites.

Zone Alarm
  1. In Zone Alarm, select Privacy.
  2. Under Cookie Control, click Custom
  3. In Custom Privacy Settings:
    1. Uncheck the box that says "Block session cookies"
    2. Uncheck the box that says "Block persistent cookies"
    3. Uncheck the box that says "Remove private header information".
    4. Uncheck the box that says "Expire Cookies"
  4. Click OK.
Norton Personal Firewall
  1. Double click on the Norton Personal Firewall icon in the tray.
  2. Click on the Open option in the pop-up menu.
  3. Click the Options icon in the Norton SystemWorks menu box.
  4. Click on the Personal Firewall option in the Options menu box.
  5. Click the Advanced Options button at the bottom of the Norton Personal Firewall Options menu box to retrieve the default settings menu box.
  6. Make sure you are in the "Web" tab. There may be several domains already listed in this area.
  7. Click on the Add Site button at the bottom of the Web defaults window.
  8. You will need to enter "www.matchwise.com" (without the quotes) as a new default. This should active the default rules section of that window.
  9. Make sure the Cookies and Referer (under Browsing Privacy) are set to permit as a default rule for the www.matchwise.com domain.
  10. Click OK, then click OK again.
McAfee Privacy Service
  1. Right-click the red "M" icon by your system clock.
  2. Click "Privacy Service."
  3. Click "Options."
  4. The McAfee Privacy Service window appears. Click the "Cookies" tab.
  5. Enter each website address from which you would like to allow cookies.
  6. Click "Add."
  7. Once completed, close the window.


Try a different browser/Update your current browser
AOL users in particular may want to try using a different browser other than the default AOL Browser:
  1. Connect to AOL as you normally do
  2. Start a separate web browser program (other than the AOL browser) such as Microsoft Internet Explorer or Netscape
Some popular browsers are listed below. Click the browser's name to download the latest version:

Microsoft Internet Explorer
Firefox



 

 

SYSTEM TESTER

SUPPORT EMAIL

Use the Support Form:

Using the support form ensures that we receive the browser and version you are using, but please add the following so we can troubleshoot your situation:

1) What action you were performing on the site when the error occurred

2) The exact error message/page you encountered (please copy and paste into email if possible)

3) Whether you were signed in to your account or were attempting to sign in

 

About Cookies...

We use "cookie" files to enable our system to keep your login active as you move back and forth from page to page in our site. Without cookies enabled, you may be required to log in multiple times. We do not use cookies to track your movement or in any way infringe on your privacy. Cookies expire after you leave the site and are not reported to any other entity.


Internet Explorer 6.0 users: Download latest updates for IE 6.0
We highly encourage you to download the latest Service Pack and Security Updates for IE 6.0. A number of customers have had their issues resolved by installing these updates.

Click here to go to Microsoft's Internet Explorer Download page. Follow the instructions for downloading updates for Internet Explorer 6.0

 

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