There are various reasons why you may not be able to access your online account:
User login is Suspended - When attempting to log in, if you receive an error message informing you that your user login is suspended, please contact the main Account Holder. An Account Holder is the only person who can unsuspend your online user login.
User login is Locked - A user login will be locked after entering an incorrect password three times. The user logon will remain locked for 15 minutes. If you cannot wait 15 minutes to retry your logon, your main account holder will have access to unlock your user logon. Otherwise, please wait 15 minutes, click the Forgotten your password? link on the login page and follow the prompts to reset your password.
User login is Disabled - Your user logon has been permanently removed by your main Account Holder. This action cannot be reversed. Your main Account Holder can create a new user logon if required.