This guide helps with
- Rule out the most common cause — a wrong email or password
- Clear the small browser glitches that block sign-in
- Know when to reset your password instead of retrying
- Understand what to do if your account is locked
- Find the right place to get help if nothing works
4 min read
What's happening
Being shut out of your account is frustrating, but it rarely means anything is wrong. In most cases the login is simply not matching what the system has on file — usually because of a typo in the email address, an old password saved by your browser, or a page that hasn't refreshed properly.
Work through the steps below in order. Most people are back in within a minute or two, and you won't lose any information by trying.
Try this first
- Check that you are using the same email address you registered with. If you have more than one email, try the others.
- Type your password by hand rather than letting your browser fill it in — a saved password may be out of date.
- Look for an obvious typo, and make sure Caps Lock is off. Passwords are case-sensitive.
- Refresh the page once and try again, in case the screen had loaded incorrectly.
Step by step
- Go to the login page from the Help Centre rather than an old bookmark, so you know you are on the current page.
- Enter your email address slowly and check it letter by letter.
- Enter your password by hand. If you are unsure of it, don't keep guessing — use the Forgot password link instead.
- If sign-in still fails, close the tab, open a fresh one, and try again. This clears a surprising number of glitches.
If that didn't work
If you have tried the steps above and still can't get in, the likely fix is to reset your password — old or forgotten passwords are the single most common reason people can't log in. Our guide on resetting your password walks you through it.
If you have entered the wrong password several times in a row, your account may be locked for a short while as a security precaution. That usually clears on its own after a short wait.
Who to contact
If you have reset your password and still can't sign in, contact us through the Help Centre and we will check your account details. Have your reference number handy if you can — it helps us find you faster. Our team can confirm the email on file and get you back in.
Good to know
- Most login problems come down to a wrong email, an old saved password, or a page that needs refreshing.
- Type your password by hand rather than trusting an old saved one.
- If you are unsure of your password, reset it rather than guessing repeatedly.
- Reach out through the Help Centre if a reset doesn't fix it.
FAQ
I'm sure my password is right but it still won't work. Why?
The most common reasons are an old password saved by your browser, Caps Lock being on, or using a different email address than the one you registered with. Try typing everything by hand and double-check your email.
Do I even need to log in to pay my account?
No. You can pay as a guest using just the reference number on your letter, without an account or password. Logging in is only needed to view your account details online.
Could the problem be on Merion's side?
Occasionally, yes — though it is rare. If you have ruled out your email, password and browser, contact the Help Centre and we will check whether there is a wider issue.
Still stuck? Our team is happy to help you sort it out.