What if I cannot access my account, even if I have already tried to reset my account username/password?

If this is the case, it likely means that you have used symbols in your account username/password or your email address has not been recognized by the National Immigration Agency (e.g., you may be using a Mainland Chinese mailbox or encrypted mail). In both instances, your account/password will not be accepted by the Online Application Portal .

To proceed, you should select ‘Create an Account’ to make a new account, with a username/password that does not include any symbols. Please see the image below for reference.

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