If one of these is the solution, you could be back online immediately:
1. Is either of your passwords more than 20 characters in length? A password can contain a maximum of 20 characters.
If yours has 21 or more, try just entering the first 20 characters of your password (that will be the password that you will use from that point on).
2. If the system is asking for a secondary password, are you aware that this is different from your primary password?
The secondary password is only used to authorize a computer that the system doesn't recognize, so it is very rarely used.
You indicated that you had written it down when you first signed up for service; you may want to look for it near the computer you used when you first signed up for service.
3. When entering your passwords, be aware that they are case sensitive--in other words, "PassWord" is not the same as "password".
Is your "Caps Lock" button on by mistake?
4. If none of these seem to help, click here.