Failed to log into the account

Users might experience issues trying to log into their accounts and it customer service agents' responsibility to assist them as soon as possible with logging into the account.

Before escalating the case to be further checked by our developers' team, we must rule out some basic mistakes:

Incorrect Email or Password

Please ensure that the customer has entered the correct email and password. They can try resetting their password, usually done through the “Forgot Password” link.

Account Suspension

If the customer's account has been suspended due to a violation of XYes.com’s terms of use or rules, customers will be unable to log in. We should advise customers to check their email for any notifications regarding their account status.

Network Issues

Sometimes, poor internet connectivity or browser issues may cause login failures. Please advise the customer to check their internet connection and try switching networks or browsers.

Maintenance or Outage

If the platform is undergoing system maintenance or experiencing technical issues, customers may also be unable to log in. We will post maintenance notifications on the website, so please ask the customer to stay tuned for updates.

If you still cannot resolve the login issues, we can advise the customer to do basic troubleshooting and once all resources have been exhausted, we can proceed to escalate the case to be reviewed by our developers' team.