If a client is advising they get "That is not a valid email address format" message when trying to login, please ensure the following steps are done:

1. Ensure they are using a PC and not a mobile phone or tablet

2. Advise that they need to continue typing the email address right to the .com, .ca, .net end of the email

3. Ensure they are typing it in manually as they may have an accidental space before or after the email address.

4. It is not advisable to use a cached/saved email address or userID, have them type it out manually.

If after doing the above 4 steps they still cannot enter it, please do a browser cache clear or try another browser.