If you're entering the correct username and password but can't log in, the cause is usually something other than the credentials themselves.
Symptoms
- Login spins or hangs with the correct username and password
- Login fails with no clear error message
Step 1 – Check the Connection
Confirm the tablet has an active Wi-Fi or cellular connection. Logging in requires the tablet to reach our servers to verify your account, so a weak or missing connection will cause login to fail or hang. See No Signal or Cellular Data if the tablet isn't connecting.
Step 2 – Check Date & Time Settings
Go to Settings > General Management > Date and Time and confirm both of these are turned on:
- Automatic date and time
- Set time zone automatically (based on location)
Incorrect date or time settings can cause login to fail even when your username and password are entered correctly.