Having trouble getting past the security verification when logging in? This can happen for various reasons, and there are several things you can try to resolve it.
What does this look like?
You might see:
- A message saying "Verification failed"
- The Cloudflare security check appearing to load but never finishing
- Being asked to verify over and over again
Quick fixes to try (in order)
1. Wait for the security check to complete (don’t click too soon)
If you click "Login" too quickly while it's still checking, you'll get a "Verification failed" message. If you use a password manager or browser autocomplete, pause before clicking Login. Look for the verification box to say Success! - like in the screenshot below - before logging in.
2. Do a hard refresh of the page and try again
Sometimes your browser keeps old files that confuse the security check. Doing a hard refresh clears them and gives the page a fresh start.
- Windows/Linux: Press Ctrl + F5 or Ctrl + Shift + R
- Mac: Press ⌘ + Shift + R
3. Try incognito/private mode
This helps rule out issues with browser extensions or stored data:
- Chrome/Edge: Press Ctrl + Shift + N (Windows) or ⌘ + Shift + N (Mac)
- Safari: Press ⌘ + Shift + N
- Firefox: Press Ctrl + Shift + P (Windows) or ⌘ + Shift + P (Mac)
Open a private window and try logging in from there.
4. Disable browser extensions temporarily
Some browser extensions (especially ad blockers) can interfere with security checks:
- Look for extension icons in your browser toolbar
- Try turning off ad blockers or privacy extensions
- Refresh the page and try logging in again
- Remember to turn your extensions back on afterwards!
5. Check if you're using a VPN
This helps rule out network interference. If you're using a VPN or proxy, try turning it off temporarily.
6. Try a different browser
Switching browsers can help figure out if the problem is browser-specific. For example, if you’re using Chrome, try Firefox or Safari. If you’re using Safari, try Chrome or Edge.
7. Clear your browser data
Chrome/Edge:
- Click Menu (⋮) → Settings → Privacy and security → Clear browsing data
- Select "Cookies and other site data" and "Cached images and files"
- Click "Clear data"
Safari:
- Click "Safari" in the top menu
- Select "Clear History..."
- Choose "All history" and click "Clear History"
Firefox:
- Click the three lines menu (☰) in the top right → Settings → Privacy & Security
- Under "Cookies and Site Data," click "Clear Data"
8. Try on a different device
Sometimes the issue is specific to the device you’re using. Try logging in on a phone, tablet, or another computer to see if it works there.
9. School network issues
Some schools block certain types of web traffic that the security check needs to work properly.
- Ask a teacher or IT person - they might need to adjust the school's firewall settings
- Try again at home to see if it works on a different network
Still not working?
If none of these steps work, we're here to help you. Contact our support team and include:
- What browser you're using (Chrome, Safari, Firefox, etc.)
- What device you're on (Windows computer, iPhone, Android tablet, etc.)
- Which steps you've already tried from the list above
- Any error messages you're seeing (a screenshot is super helpful!)
You can submit a support request here
We'll work with you to try and get this sorted out as quickly as possible.
Why does this happen?
The security verification helps protect accounts from automated programs that try to break in. Sometimes it doesn't work as expected, which can be frustrating.
This can happen because:
- Your internet connection was interrupted while the check was running
- Your browser has stored outdated information about our website
- You clicked too fast before the security verification finished loading
- Browser extensions are interfering with how the check works
- School or workplace firewalls are blocking parts of the security system
- The system is being extra cautious due to lots of login attempts from your area
It's not your fault - technology just isn't perfect sometimes! The good news is that the troubleshooting steps above fix the issue most of the time.
This security check helps keep your account safe from automated attacks, so while it can be annoying when it doesn't work, it's an important part of protecting your information!