Find the message you got below: most of the time the account or password was typed wrong or in the wrong format, or the PC can’t reach the server.
When signing in
| Message | What to do |
|---|---|
| “This account doesn’t exist. Please sign up first.” | The account is mistyped or hasn’t been registered yet. Accounts are case-sensitive, so check it carefully; if you haven’t signed up, click Sign up now first — see Download, sign up and sign in. |
| “Incorrect password. Please try again.” | Passwords are case-sensitive: check that Caps Lock is off. If you can’t remember it, click Forgot password? in the sign-in window to reset it — see Forgot password. |
| “The server is busy. Please try again later.” | The server is briefly overloaded; wait a moment and sign in again. |
| “Couldn’t connect to the server. Please try again later.” | Your PC can’t reach the server. Make sure you’re online, turn off any proxy or game accelerator, and check whether antivirus software or a firewall is blocking the app. Office or school networks may block access — try another network, such as a phone hotspot. |
| “Sign-in failed.” | The specific reason follows in the same message; deal with that. |
When signing up
Both the account and the password must be 5–16 characters and may contain only English letters (no accents) and digits — no Chinese characters, spaces, underscores or other symbols.
| Message | What to do |
|---|---|
| Clicking Create account does nothing | I agree to the Terms of service isn’t ticked. While it’s unticked, clicking Create account only moves the mouse pointer onto the checkbox — tick it and click again. |
| “The account and password may contain only English letters and digits.” | The account or password contains Chinese characters, accented letters, spaces, underscores or other symbols — use only English letters and digits. |
| “Please enter the account you want to register.” “Please enter a password.” | The account or password is empty. |
| “The passwords don’t match.” | Confirm password must match Password exactly. |
| “The account must be 5–16 characters long.” | Make the account 5–16 characters long. |
| “The password must be 5–16 characters long.” | Make the password 5–16 characters long. |
| “This account name is already taken. Please choose another one.” | Someone already uses that account name — pick another one. |
| “Registration failed.” | The specific reason follows in the same message; deal with that. If the PC can’t reach the server, check your network as described for “Couldn’t connect to the server. Please try again later.” above. |
Tried everything above? Take a screenshot of the message and click to contact us.
