---
title: What to Do If You See Invalid Credentials
description: "The \"invalid credentials\" message usually means the email or password does not match the active account details on record. ## How to respond - Re-enter your email address carefully and remove any extra spaces. - Check that you are using…"
url: "https://j-cred.co.za/zh/helpcenter/what-to-do-if-you-see-invalid-credentials/"
updated: "2026-03-30"
category: Account Access
---

# What to Do If You See Invalid Credentials

The "invalid credentials" message usually means the email or password does not match the active account details on record.

## How to respond

- Re-enter your email address carefully and remove any extra spaces.
- Check that you are using the correct password and not an older one.
- Use the Forgot Password option if you are unsure.
- Confirm that you are using the correct email address for this account.
- Contact support if the problem continues after a password reset.

**Do not:** Keep trying random passwords repeatedly. It wastes time and can create unnecessary account confusion.

**Need help?** Email [support@kto.co.za](mailto:support@kto.co.za) or [support@j-cred.co.za](mailto:support@j-cred.co.za), call [+27 10 224 0589](tel:+27102240589) during 9AM to 5PM CAT, or log a clear support request with your Search ID and internal reference where applicable.