My security image and phrase are not matching—why?
If your security phrase and image do not match what you typically see, it's most likely because the username is incorrect.
Double-check that you have entered your correct username. Read the possible errors next to the question "Don't Recognize this Picture?"
Note: If you share your account login with a joint member, ask them if they have made any modifications to the username, which may be preventing you from logging in.