Resolve Login Issues & Security Code Prompts

Why you might see this message

If you’re unable to log in or see a prompt asking for a “Security Code”, it usually means one of two things:

• either the system didn’t recognize your session,
• or you’re signed in on more than two devices concurrently (desktop + mobile + one extra) which triggers a device-limit alert.

Step-by-Step: Troubleshooting Login Issues

1. Check if you’re logged in properly.
   • Look at the upper-right corner of the site: if it still shows “Sign In” or “Sign Up”, you’re not logged in yet.
   • If you instead see your name or a silhouette icon, you’re logged in - move to step 2.
2. Confirm you’re using the correct credentials
   • Make sure your email address is exactly the one you registered with. Passwords are case-sensitive: e.g., “Shark123” ≠ “shark123”.
   • If you get the error: “The email address and password you entered did not match our records. Please double-check and try again.”, then you likely entered the wrong email or password. Click “Show me what I typed” to verify.
3. Clear your browser cache if you’re logged in, but features aren’t working. If you’re seeing your name/avatar but tools (e.g., Comparables, Property Lookup) aren’t functioning, stale browser cache may be the culprit. Use the appropriate link/instructions for your browser/device:

• • Google Chrome on Computer
  • Google Chrome on Android
  • Google Chrome on iPhone and iPad
  • Mozilla Firefox
  • Safari on Mac
  • Safari on iPhone / iPad / iPod
  • Microsoft Edge

Note: Internet Explorer is no longer supported*.

If You Receive the “Security Code” Message

If you see the message:

“Our system detected that your account has been accessed from more than one device at the same time.”

This means you exceeded the allowed simultaneous session limit.

You should then:

• Enter the security code sent to your email to resume the session.
• To avoid future prompts: log out of one device before signing in on another.

Need More Help?

If you’ve followed the steps above and still can’t access your account or complete the security code prompt, please submit a request to our Support Team. Include details such as your browser type, device, and screenshots of any error messages.

*Because Microsoft discontinued the application’s development on March 17, 2015, we do not actively support Internet Explorer. Microsoft recommends installing its newer browser, Edge. Learn more.