If the user enters the wrong personal password 7 times in a row when trying to log in, the user account will be locked temporarily, and the user has to wait 5 minutes before they can retry logging in.
If the user then enters the wrong personal password 7 more times, the account will be locked again, and the user has to wait 20 minutes before they can retry logging in. The user can also contact customer service via the contact form to unlock the account.
If the user then enters the wrong personal password for another 7 times, the account will be locked and the user should contact customer service to unlock the account.
If CapsLock is on when entering the personal password, the login page will show a notification of this.
If the credentials are lost you can retrieve them from Problems signing in? link on the log in page.