Please verify that you are typing your username exactly as it was when you registered for the application, with no additional characters (or spaces).
If you received an email with your application credentials but still get this error message please contact support by submitting a request via our web portal:
If you never received an email with your credentials and the problem persists, it means that your username was not pre-loaded in the mobile apps systems. To fix it, simply create a new account. Tap the “Create Account” button in the login screen and complete the form.