Overview

When navigating to the login page, you may occasionally find that the username or email field is pre-populated with an old address and appears frozen, grayed out, or uneditable.

If your login screen is pre-populated and the email field cannot be typed over, edited, or does not allow you to enter your credentials, this behavior is usually caused by persistent browser autofill data, cached session tokens, or saved password managers locking the field input. Follow the quick self-service troubleshooting steps below to bypass saved credentials and clear the input field.

Self-Service Troubleshooting Steps

Before reaching out to support, you can resolve field locks using the following steps:

Step 1: Open an Incognito / Private Browsing Window

An Incognito window isolates your browsing session by ignoring saved browser autofill profiles, stored cookies, and password manager overrides.

1. Open a new private window

2. Go directly to the sign-in page.

3. Verify that the email/username field is blank, allowing you to manually type your preferred login address.

Step 2: Use a Different Web Browser

If an Incognito window is unavailable, open the sign-in page using an entirely different web browser (for example, switch from Chrome to Firefox, Safari, or Edge). This guarantees that no saved autofill settings from your primary browser interfere with the field.

Step 3: Clear Saved Passwords & Browser Cache

If you want to permanently resolve the issue in your primary browser:

1. Open your browser settings and navigate to Autofill & Passwords.

2. Locate and remove any saved entry associated with your account login URL.

3. Clear your browser’s cache and temporary internet files

4. Reload the sign-in page to enter your updated email address freely.

When to Contact Live Support

If your login screen remains pre-populated and unresponsive across multiple browsers, or if clearing cache and saved passwords does not restore the ability to type in the field, direct technical assistance is required.