cannot log on, using the same user and password, please advise is there

We would like to apologize for any inconvenience this is causing you. As I understand your concern, you are having issues logging into your account on the App but not when you are using your computer's web browser, is that correct? Or, you are also having issues logging in even on your computer?

We will be glad to help you with your concern. May we just know if there are any error or warning message that appears each time you try to log in? Or, may we know what happens after you enter your username and password and clicked the login button.

We will wait for your response.

Thank you.