Capture the moment it fails
Watch where the process breaks. Does the form reject your details, accept them and return to the start, or leave you waiting on a blank page? Write down the wording and approximate time.
Also note whether another browser on the same device behaves differently. That comparison separates a problem with one saved session from a failure that follows the account wherever you try it.
Replace guesses with a recovery attempt
Enter the registered address or username yourself, checking spelling and spaces at either end. If autofill supplies a password, make sure it is the current one rather than an older saved entry.
When you cannot remember the password, request a reset and wait for delivery. Verify the sender and destination before opening the latest message; older links may stop working after a newer request.
Test without the old browser session
A private window is a useful temporary test. If access works there, remove cookies and stored data for XX6 only. Clearing the entire browser can unnecessarily sign you out of other services.
For the app, close it completely before reopening. Check that automatic date and time are enabled on the phone. A badly incorrect clock can prevent a secure session from being accepted.
Decide whether to involve support
Try loading a familiar website to see whether the connection works at all. If you use optional filtering software, test a permitted alternative connection without bypassing workplace or regional restrictions.
Read any service notice before reinstalling. A restriction message, recovery failure, or error that persists across supported devices belongs with support. Give them the exact message and the checks already completed, without including your password.
