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I can't log in. What can I do?

If the system is not allowing you to log in to your CC Store account ("Authentication Failed" message), it is possible you're using the wrong password. Please make sure to type in the password you use directly instead of using your browser's autofill feature. 

 

NOTE: With the new security protocol, the system now completes the entire login process before notifying you of any issues, even if the password is entered incorrectly. If you see an "Authentication Failed" message, it's usually because the password was incorrect.

 

If you have already updated your password and are not able to log in, please reset it again and make sure that:

  • You are not using any password manager that will auto-fill the old password.  You can also clear your browser's cache or manually update your password manager to make sure your browser is not autofilling an old one.
  • You are not using a previously used password.
  • Start the login process, then click "Forgot Password" and create a new one.  Please write it down to check that all characters are correct (and please double-check by clicking on the eye icon to confirm the exact password you are creating).
  • Remember to create a new password that includes the following:
    • 12 characters long
    • at least 1 number
    • at least 1 special character
    • at least 1 upper case letter
    • at least 1 lower case letter

 

Please do not create another account if you have one already!

NOTES:

If you get an error saying, "This is not a real email" or "The email is already in use," you may be experiencing technical issues with your browser.  To solve these, please check our first aids section down below.

 

First aids

  • If you are having trouble with the verification code, please ensure that you are logging in using a different browser or app than the one you are using to access your email. Additionally, please avoid reloading the login page, as doing so will cause the code to expire.  For more verification code issues, please go to our MFA troubleshooting section.
  • Reset your password.  Here's an article that explains how to do it.
  • Check your internet connectivity and speed.

  • Refresh your screen.

  • Test in an alternative browser. We recommend trying with 2-3 major web browsers such as Chrome, Edge, Firefox, Opera, or Safari.

  • Update your browser. Browser software is constantly being improved upon, so ensure you are using your browser's latest version for peak performance. To see if your browser is updated, please go to the following link:

Browsers

  • Update the operating system on your device. Most tech issues on our website are due to outdated OS and browsers. To make sure everything runs smoothly, we recommend checking if your OS is up to date. Select your OS from the list below, and you'll be directed to a page that will let you know if it is still supported. If it's not, please update your OS, your browser, and, if possible, your device.

iOS

Android

  • If working on a mobile device, deactivate plugins and extensions, and close opened apps. If you're having trouble, try disabling any active extensions one by one to find the culprit. You can also try logging in within an incognito or private window of your browser for testing. 

  • Delete cookies and clear your cache.  Please select your browser from the list below:

  • Restart your device.

  • Restart your Wi-Fi router: it clears temporary glitches, resets memory, and allows the router to re-establish connections and processes with a clean slate,

In case nothing else works, please follow the instructions below:

  • Using the same browser, go to Google and search for "my user agent." 
  • Take a screenshot of the result you get (like the image below).

user agent.png

 

 

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