Why can’t I access my account?

If you’re having trouble accessing your account, there are a few common reasons this might be happening. Below are the most likely causes and how to resolve them. 

1. Incorrect login details 

Double-check that you’re entering the correct email address and password. 

1. Make sure there are no typos  
2. Check that Caps Lock isn’t turned on  
3. Try resetting your password if you’re unsure by following the instructions in this article: How do I reset my NCSU password

2. Account not yet activated 

You may not have completed account registration. Please: 

1. Check your inbox (and spam folder) for our Welcome email and follow the instructions in this email
2. If this isn’t working, please try resetting your password. by following the instructions: How do I reset my NCSU password

3. Too many failed login attempts 

For security reasons, your account may be temporarily locked after multiple unsuccessful login attempts. 

1. Wait a short period before trying again  
2. Reset your password if needed following the instructions in this article: How do I reset my NCSU password 

4. Technical issues 

Occasionally, access issues can be caused by browser or app problems. 

Try the following: 

1. Clear your browser cache and cookies  
2. Use a different browser or device

If you find that using a different browser or device resolves the issue, please report the browser or device combination that you had a problem with so we can investigate and try to replicate that using the ‘Report an NCSU issue’ form.

Ensure you include specific details on the device, operating system version, browser and browser version as well as any screenshots so we can investigate as quickly as possible.

5. Account suspended or restricted and next steps 

Your account may be restricted or have another issue not covered here.  

Please use the ‘Report an NCSU issue’ form to alert our Support team if you have tried all the options above and are still unable to access your account.  

Please include: 

1. The email address linked to your account  
2. A brief description of the issue
   1. Ensure you include specific details on the device, operating system version, browser and browser version as well as any screenshots so we can investigate as quickly as possible.
3. Any error messages you’re seeing