If you’re having trouble signing in, don’t stress — we’ll help you get back in quickly. Review the common messages below and follow the steps.
1) “Your email and your password do not match”
This usually means the email or password entered doesn’t match what’s on your account.
Try this first
- Confirm you’re using the email linked to your Deferit account (watch for typos and autofill).
- Re-enter your password carefully (check Caps Lock).
Reset your password (website)
- Click Forgot your password? on the login page and enter your email.
- Follow the link we send to create a new password.
- Direct link: Reset your password
If you can’t access your email or aren’t sure which email is on file
- Chat widget (website only): Open the Chat widget in the bottom-right corner of our website and type your request, such as “I can’t access the email on my account.”
- Our AI agent will guide you through the steps, and if further assistance is required, a Customer Hero will help you regain access.
2) “An account with these details already exists”
You might be trying to create a new account with details already tied to an existing one.
Fix
- Make sure you’re on the Login page (not Get started).
- Chat widget (website only): If you need to update account details, open the Chat widget in the bottom-right corner of our website and type your request, such as “I need to update the details on my account.”
We support one account per user. If you already have an account, please continue using it.
Still stuck?
- Try another browser or update your app/OS.
- Clear browser cache, disable password managers briefly, and try again.
- Chat widget (website only): If issues continue, open the Chat widget in the bottom-right corner of our website and type your request, such as “I need help signing in.”