There is a problem Error: We haven't been able to find your account from the details

I definitely have an account, as i have applied before and logged into my account with no previous issues. However, i can no longer even request to reset my password, as im met with the following message:

There is a problem
Error:

•

We haven't been able to find your account from the details you entered - make sure you're using the name you registered with.

Reply 1

Leah SLC

Official Rep

Hi there. Have you had any luck since logging in online, we did have some system maintenance a few days ago that may have been affecting this. Thanks, Leah.

Reply 2

drabz182

Hi there Leah. I have been having this problem for a few weeks now. I have just tried again, with no luck. I definitely have an account, as i have applied before. What would you now suggest? Thanks.

Reply 3

Drew SLC

Official Rep

Hi there,

Have you tried to clear your cache & cookies and delete your browser history? What type of device are you trying to log in with and could you try a different device?

Thanks, Drew

Reply 4

drabz182

Original post by Drew SLC

Hi there,
Have you tried to clear your cache & cookies and delete your browser history? What type of device are you trying to log in with and could you try a different device?
Thanks, Drew

Hi Drew,
I have just tried clearing cache abd cookies and deleting browsing history, with no luck. I have tried this on my laptop, iphone and samsung phone. I get the same message: ‘Your details can’t be recognised’. Do i just make a new account at this point?

Reply 5

Drew SLC

Official Rep

Hi there,

You would never have to accounts with us. I would advise you to call us to see if we can access your account. We are open Monday to Friday 8am to 7pm.

0300 100 0607

Thanks, Drew

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