Troubleshooting Log-in Issues

If you’re having difficulty logging into your Prepzo account, this article includes troubleshooting steps you can take to resolve common log in issues and resume your prepping experience!

• Learn how to sign up for Prepzo or log into your Prepzo account.
• Review troubleshooting instructions if you believe your Prepzo account may be compromised.
• Learn how to check what email address is registered to your Prepzo account.

Log in issues

• I don’t remember my password
• I was notified in a Prepzo email that I have to reset my password. Why?
• Why am I being told my account doesn’t have a “usable password”, after I reset my password?
• Why am I seeing “There was a problem logging in. Check your email and password or create an account”?
• I don’t recall which email address I used to create my account.
• I’m having trouble logging in using the Apple, Google or LinkedIn options

Troubleshooting steps for login issues

I don’t remember my password.

If you can’t recall the password for your Prepzo account, you can initiate a password reset and log into your account.

I was notified in a Prepzo email that I have to reset my password. Why?

Our system has a range of different security measures in place to protect your account. If, for any reason these are triggered, the system will automatically ask you to reset your password as a form of account security. 

The email asking you to reset your password will be sent to you via the hello@prepzo.net address. 

• If you haven’t logged in for a while and have received one of these emails in your inbox, please follow the instructions in it to access your account. Once logged in, if you see activity in your account that you didn't initiate, please contact Prepzo Support.
• If you have logged into your Prepzo account recently and receive one of these emails:
  • Do not clear the cache and cookies on the browser you were using before proceeding with the email’s instructions.
    • There will be specific instructions for resetting your password in the email. Please be sure to follow all of the instructions.
  • If possible, log into Udemy from the same browser tab you used to reset your password.

Why am I being told my account doesn’t have a “usable password”, after I reset my password?

This does not mean there’s something wrong with the password you set. As noted above, a range of different security measures are in place to protect your account. If after resetting your password, you see a notification indicating your account does not have a usable password, this could indicate the detection of unusual activity. 

If you’re encountering a notification stating your account doesn’t have a “usable password”, please do the following:

1. Check your inbox for an email from our team indicating your account is in safe mode. If there are multiple emails with the same message, please open the most recent one.
2. Do not clear your browser cache or cookies before proceeding.
3. Wait 10 minutes and proceed with the instructions outlined in the most recent email from our team. There will be specific instructions for resetting your password in the email. Please be sure to follow all of the instructions.
4. Then, if possible, log into Prepzo from the same browser tab you used to reset your password.

Why am I seeing “There was a problem logging in. Check your email and password or create an account”?

This error sign indicates our system cannot find an account with login credentials that match the password and email address that have been entered. If you have signed up for Prepzo before, and have an active account, please try the following:

1. Initiate a password reset with the email address you believe is registered for your Prepzo account.
2. If you can’t recall which email address you used to sign up, please try the troubleshooting steps below to determine what email address is registered in your account.

I don’t recall which email address I used to create my account.

Learn how you can check which email address is registered to your Prepzo account.

I’m having trouble logging in using the Apple, Google or LinkedIn options

In order to log into your Prepzo account, you will need to use the same method you used to sign up. Review how to log in with the Apple, Google or LinkedIn options.