It's possible that you're not using the correct user name. You need to be using the Cpanel user name. The information below tells you how to find the Cpanel user name in AMP.
After setting up the Builder, if your user name was not automatically put filled in, then it should match the Cpanel user name. Note that it is NOT the same as you Account Management Panel (AMP) which is an email address. If you need to find this information, login to AMP, then go to ACCOUNT & BILLING DETAILS. Go to the ACTIVE SUBSCRIPTIONS and under ADMIN, you should see another DETAILS option you can select. Click that, and you will see your assigned Cpanel user name - it will end in the number "5".
Make sure you're logging in with that user name. If you're still unable to login, call in to live support and they can quickly and privately change the password for you. The user name itself cannot be changed.
If you have any further questions, please contact technical support or leave a comment at the bottom of the page.
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