Login error

Login error

Login error

I'm a Participant Level 3

Login error

I can’t login to my application when I am outside Canada, so I can’t manage my accounts during travelling outside Canada...




Hey @Drfiras123! Welcome to the community. Smiley


I'll be happy to help you there.


Do you have the same problem when you tried to login directly through our website?


Which country are you located in right now?


Have you tried using a VPN for that?

I'm a Participant Level 3


Thank you for helping 

No I didn’t have same problem when using the website ( it’s working )

only with the application 

I tried with and without VPN

I’m trying from UAE .

Hey @Drfiras123,


Thanks for getting back to us.


Just to clarify, were you able to log in without any issue while you were in Canada? Also, can you try resetting your password to see if that changes anything?



I'm a Participant Level 3


yeah I was able to use the application without any problems, also I tried to reset the password  but still the same,

and as I told you username and password are working properly on the website.... 

Hey @Drfiras123! Thanks for the information. Smiley


I just need to know if you are trying to login when connected to Wi-Fi on your phone exclusively or are trying this with cellular data?


Can you also confirm if your Fido SIM card is active in the phone when your trying to login through the app.



I'm a Participant Level 3

I tried to login while connecting to wifi or mobile data( both)



no the SIM card is installed in other device ..

Thanks so much for confirming @Drfiras123!


We'll have to take a closer look at your account in order to work towards resolving this. I'm sending you a PM so we can do that Smiley