If you see the error message "The name and email combination you entered does not exist in our system. Please try again.", make sure of the following:
- You are entering the same email address used to create your STARS account.
- You are entering the exact first name and last name used to create your STARS account.
- There are no typos in your email address, first name, or last name.
- You are typing the information directly into the text fields — do not copy and paste.
- You have entered your full email address, such as username@gmail.com — not username@gmai.com
- Your keyboard is set to English (U.S.) and using standard characters only.
Alert: If you accidentally misspelled your name or email address when creating your account, the system won’t recognize your information during a password reset. If this happens, please do not create a duplicate account—contact STARS Support so we can help locate your original record.