Help: Passwords, Logins, and Downloads

I'm a Premium Subscriber; why can't I download Premium content?

If you're sure you have a current Premium subscription but you're still being prompted to subscribe in order to view Premium content, you are most likely logged in with a Member account. If you have another username or email address that you commonly use when registering on a website, try logging in with that. If you know the email address associated with your Premium subscription but can't remember the password, you can request your login information online. If you still can't access your Premium account, email us or call us at 888-722-5235 and we'll help you sort it out.

I've forgotten my username and/or password.

To retrieve your login information, go to our Lost Password page and enter your email address. Your login information will be emailed to you. If you don't remember which email address you used to register, or if it's out of date, call us at 888-722-5235. We'll be happy to help you out.

I've forgotten my username.

If used our Lost Password page to retrieve your login information, your username will be included in that email. If you don't want to use that page (because you're sure you know your password) but can't remember your username, try logging in with your full email address as the username. If that doesn't work, email us or call us at 888-722-5235 and we'll find the right account.

I received a new random password, but it didn't work. Now what?

Check the upper left corner of the home page—if you see a little greeting there instead of the Login button, you are logged in successfully. Most of the time, it's just not obvious that the bizarre little password we sent you really did work. If you really can't login, though, check the following:

  • Make sure you do not have your caps lock key down—passwords are CaSe-SeNsiTiVe.
  • If you are copying the username and password from your email, do not include any extra spaces in either field.
  • Make sure you're using the right username; check to see that the one you used to login is the same one provided in the password reset email. You may have more than one account.
If it still doesn't work, make sure your membership level is appropriate to the content you are trying to view (Members cannot view Premium content). Feel free to email us or call us at 888-722-5235 if you need assistance.

I've requested my login information several times, but I haven't received it.

If you used the right email address and you are not receiving your login information, it is almost certainly being spam filtered. Check your deleted mail or junk mail folders for an email (or several emails) from If you have no emails in your deleted/junk mail folders, check with your system administrator and ask them to add to your "whitelist," or follow these instructions to whitelist the admin address or our domain in your email client, then try again. If IT balks, just ask them to add it for a few minutes, or even just the address. If they won't even do that, give us a call at 888-722-5235 and we can try sending a it to an alternate address for you. Australia and New Zealand members, please note: For some reason this seems to happen more often to our members Down Under. If you've used the online routine or sent an email and haven't received a reply, it is not because we're ignoring you. Please check with your system administrators or IT help desk first to see if our emails are being blocked by your server. Unfortunately we have no way of knowing when this happens or of fixing it. If you're feeling neglected, try checking with them, and mention that you suspect a disconnect in your next email to us. We're not opposed to calling if that's what it takes to sort things out.

I tried to reset my password, but it was sent to an outdated/incorrect email address.

Email us or call us at 888-722-5235 with both the old and new addresses. We'll change the address so you can get your login information.

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