What does the message “Incorrect username and password” mean?
The message “Incorrect username and password” appears when the login details entered do not match the credentials registered for your PU Prime Client Portal or PU Prime App. If you are unable to log in, check that you are using the correct registered email address or phone number and password.
Troubleshooting
- Check your login details: Make sure your registered email address or phone number and password are entered correctly.
- Check your password: Passwords are case-sensitive. Make sure Caps Lock is not enabled and that there are no extra spaces.
- Reset your password: If you cannot remember your password, select Forgot Password and follow the instructions to reset it.
- Try logging in again: After resetting your password, use the updated password to log in to your Client Portal or PU Prime App.
- Check your registered contact details: The password reset verification code or link will be sent to your registered email address or phone number.
Important Information
- The password reset link via email is valid within 1hours
- Your password must be 8–16 characters long.
- Your password must contain a combination of:- Uppercase and lowercase letters (A–Z, a–z)- Numbers (0–9)- Special characters, such as ! @ # $ % ^ & * ( )
- After successfully resetting your password, withdrawals may be restricted for 48 hours from the time your login password is changed.
- If you have recently changed your password, make sure you are using the updated password when logging in.
Need More Help?
If you are still unable to log in after checking your login details or resetting your password, please contact Customer Support for further assistance. If available, include a screenshot of the error message to help us investigate.
