If you cannot log in

The solution will depend on the cause of the problem.

1. If the message "Please check login credentials

Please check the following and re-enter your password.

(1)Please input all the information in "one-byte characters".

Please enter your e-mail address and password in half-width characters.

If you use double-byte characters, extra spaces or symbols, an error will occur.

(2) Please enter correct uppercase and lowercase letters.

If the "upper case" and "lower case" letters in your e-mail address and password are different from those in your registration, they will be distinguished as different accounts.

Please enter your registered e-mail address and password correctly.

(3) Please check the password setting requirements

Passwords must be one-byte characters and contain "upper case, lower case, numbers, symbols (! ,",$,@....) and must be at least 8 characters long. If you do not meet the requirements, your password will not match and you will not be able to log in.

(4) If your registered e-mail address is unknown or unavailable

Please note that your registered e-mail address cannot be changed. If you need to change your registered e-mail address, please create a new account.

Please note that we are unable to link your old account to your new account due to specifications.

2. If you cannot log in using 2 factor authentication

If you are unable to log in using 2 factor authentication, please try the following

(1) Enter the latest passcode

Start the 2 factor authentication application (Google Authenticator) that you have set up on your smartphone, and enter the "latest passcode" that is updated within a certain period of time (30 seconds). Please note that the old passcode cannot be used.

(2) Enter the passcode once it has been switched

If a certain amount of time passes during input, the passcode will change. Therefore, when entering a passcode, wait for the passcode to switch once and then enter the updated passcode.

(3) Check the automatic clock correction function

In order to use the 2 factor authentication application, the "time" of the device (smartphone/tablet) must be set correctly. Please check if the automatic setting function of the device is turned on by yourself.

(4) 2 factor authentication app on the previous device

If you have changed the model and still have the 2 factor authentication app on the previous device (smartphone/tablet), please try using the passcode from the 2 factor authentication app.

If you still cannot pass 2 factor authentication after trying the above, we recommend that you deactivate 2 factor authentication and reset it.

Click here to learn how to cancel 2 factor authentication.