If you are cutting and pasting from your email do this instead. Put your cursor in the userid and password fields and delete everything. Then manually type the userid and password. Copy and paste typically fails due to accidentally copying a blank space from the email.

The userid and password are located in your download emails right under the download link. If you ordered more than one product make sure you are not mixing them up as different products have different userids and passwords.

Make sure your caps lock key is not on. The userid and password are in lower case.

Make sure you have not transposed any characters. Also make sure there are no extra spaces before or after the text.

If you are trying to login using an old email the passwords expire after a while and they always expire after each new product upgrade. Use the upgrade/redownload form instead. You can also login directly from our web site using the 'My Orders' link found at the top of every web page. It is not necessary to use the emails to login and download.

If you clicked the download link in your email and you immediately got the "Unauthorized Access" error page and you were not asked for your userid and password there is a problem with your web browser. Use a different web browser to login.

If your download instructions say your order is still being processed, wait until you receive the next set of download instructions that will include your userid and password. If there are any delays in receiving your userid and password it is usually due to our credit card processor requesting a manual review of an order for security purposes. If there are any questions about your order, we may also be contacting you to verify the order. If you have any special circumstances or need to expedite your order, contact our security department for assistance.