Some Users have had trouble logging in from mobile devices, getting the message that their username or password was incorrect, no matter how careful they are going through the widget.
There are a couple of quick checks that you can carry out which in many cases can solve the issue:
- When a password or username starts with a lowercase letter, the User's device may be capitalising the first letter by default. They will have to manually change it to a lower case letter (usually by tapping the shift arrow before entering the information).
- If the password contains a symbol, it may not enter correctly if you use the 'long press' method to enter the symbol (i.e. holding down another key before being provided with the option to select the symbol). We suggest that the User should open the symbols keyboards on the device in order to find the character.