I lost or forgot my password.

Click here in order to receive a temporary password that you will be able to modify later.

Do I need to use a particular browser (e.g., Microsoft Explorer, Mozilla, etc.) to navigate within your PID application?

Our website is optimized for use with PC type computers and Internet Explorer version 6.0+ or Mozilla Firefox. Please note that our website also functions properly with the new Google Chrome browser. If you are using a different browser and you are unable to connect to our website, we recommend that you download one of the following browsers to connect to Lanla’s website:

Furthermore, our website contains many FLASH elements. If you are not using a recent version of ADOBE FLASH, images may not display correctly. We invite you to click here to download the latest free version of this application: http://get.adobe.com/flashplayer/

Can I connect to my profile with a Mac computer?

Our website is designed to function with PC type computers. You could encounter compatibility issues if using a Mac. We thus recommend that you connect to your profile using a PC.

The system refuses to accept my username and password, but I’m sure I entered the information correctly. What must I do?

In order to help you troubleshoot and fix the problem that you are encountering, we ask you to verify the following points:
FIREWALL

  1. If you are trying to connect to our website from a computer at your workplace, it is quite likely that a “firewall” has been installed by the I.T. department which is blocking access to Lanla’s website. Unless you can ask an I.T. technician to enable access to our website, we recommend that you connect to our website from your usual computer.
  2. If you are trying to connect to our website from your usual computer, is it possible that a firewall was installed recently? If yes, make sure that your “firewall” allows the connection to our Internet address www.lanla.com or temporarily disable the firewall to make sure that it is not causing the problem.

USERNAME

  1. Does the username you are entering match the complete e-mail address (e.g., mysteryshopper007@hotmail.com) that you entered when registering?
  2. If you recently modified the username/e-mail address in your Lanla profile, are you using this new username to log on?

PASSWORD

  1. If your password contains numbers (e.g., agent007), is your numeric keypad ON (i.e., “Verr num” or “Num Lock” key activated on keyboard)?
  2. If your password contains capital letters, are your capital letters activated when you are typing those letters (i.e., “Verr Maj” or “Caps Lock” ON)?
  3. If your password does not contain any capital letters, is the “Caps Lock” or “Verr Maj” OFF?
  4. If you have recently requested a temporary password, is this the password you have been using to try to log on?

If the problem persists, we would suggest that you read the following section.

I still have connection problems despite having verified all the points you’ve indicated, that no firewall is causing the problem, nor the entering of my username or password. What must I do?

In this case, we recommend that you delete the “cookies” from your system by following these steps:

  1. Open your Internet browser (e.g., Internet Explorer, etc.)
  2. Click on “Tools”
  3. Then click on “Internet Options”
  4. In the “General” tab (i.e., “Browsing history” section), click on “Delete”, check the “Cookies” checkbox, then click “Ok”
  5. Close all windows
  6. Reconnect to the Internet

If the problem persists, we strongly suggest that you try to connect to our site from another computer (e.g., office, friend, school, library...). If the problem occurs again, contact our customer service at 450-464-5265 or 1-866-333-5265.

Several graphics do not display correctly on the website. What must I do?

You probably have a compatibility issue with our website. Our site is optimized for use with PC type computers and Internet Explorer version 6.0+ or Mozilla Firefox. Please note that our website also functions properly with the new Google Chrome browser. If you are using a different browser and you are unable to connect to our website, we recommend that you download one of the following browsers to connect to Lanla’s website:

Furthermore, our website contains many FLASH elements. If you are not using a recent version of MACROMEDIA FLASH, images may not display correctly. We invite you to click here to download the latest free version of this application: http://get.adobe.com/flashplayer/