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Why am I unable to access my PU Prime Client Portal or App?

If you are unable to access your PU Prime account through the Client Portal or PU Prime App, the issue may be related to your login credentials. If you encounter the error message "Incorrect username and password", follow the troubleshooting steps below based on the platform you are using.

 
Troubleshooting

Via Client Portal

If you see the "Incorrect username and password" error when logging in to the Client Portal, try the following steps:

  • Check your login details: Make sure you have entered your registered email address or phone number and password 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: Use your updated password to access the Client Portal.

 

Via PU Prime App

If you see the "Incorrect username and password" error when logging in to the PU Prime App, try the following steps:

  • Check your login details: Make sure you have entered your registered email address or phone number and password 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: Use your updated password to access the PU Prime App.
 

Important Information
  • The password reset link sent by email is valid for one hour.
  • Your password must be 8–16 characters long and contain uppercase and lowercase letters, numbers, and special characters.
  • 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 use the updated password when logging in.
  • The password reset verification code or link will be sent to your registered email address or phone number, depending on the reset method.
 
Need More Help?

If you are still unable to access your PU Prime account, please contact our Customer Support for further assistance.