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I'm having trouble logging in

Having trouble accessing your Upgrade account? Follow the troubleshooting section that best matches your situation:

I forgot my password

Forgot your password? Follow the forgot your password guide.

First Time Login or Security Code Required 

If this is your first time logging in, if you are logging in from a new device or browser, or you recently cleared your browser data, we’ll send you a code to confirm your identity.

Receive Your Code

  1. Check your phone for the 6-digit security code.
      Codes expire after 10 minutes.
  2. To skip this step next time, click the box to Trust this device.
  3. Enter the security code on your device or browser.

Didn’t receive your code or need a different delivery method?

  1. Wait a few minutes - delivery can sometimes be delayed.
  2. Check your Spam/Junk email folder.
  3. Choose Send New Code on the verification screen to receive another code.
  4. Choose Authenticate Another Way on the verification screen to select another delivery method.
  5. Contact us if you’re still having trouble.

I know my password but can’t get in.

Using the mobile app? Try these steps in order: 

  1. Stop and restart the app: Close the app completely, then tap the icon to open it again.
  2. Toggle your connection: If you are on Wi-Fi, try switching to mobile data, or vice versa.
  3. Check for app updates in your app store.
  4. Try logging in through your mobile browser instead.
  5. Restart your device if the issue persists.

Using a web browser? Try these steps in order: 

  1. Check your email address - Make sure you’re using the correct email associated with your account.
  2. Clear your browser data - Clear your browser’s cache and cookies, then close and reopen your browser.
  3. Try a different browser. 
  4. Try a different device - Use your phone, tablet, or another computer.
  5. Disable browser extensions - Turn off ad blockers or other extensions temporarily.
  6. Try incognito/private browsing mode.

I’m seeing an error message

Common errors and quick fixes:

  • “Account Locked” or “Too many attempts” → Contact us for help.
  • “Invalid Credentials” → Double-check your email and password, or follow the forgot your password guide.
  • “Account not found” → Make sure you're using the correct email address.
  • “Account Deactivated” or any other error message → Contact us for help.  

I’m not sure which email address I used

Try these steps:

  • Try the email addresses you most commonly use.
  • If you have multiple Upgrade accounts, make sure you’re using the email for the specific account you want to access.
  • Still not sure? Contact us for help.

Still need help?

If none of these steps work, contact us.

When you contact us, please share:

  • What error message you’re seeing (if any)
  • What device and browser you’re using
  • Which steps you’ve already tried

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