If you get stuck at the loading bar after patch 5028, please check whether your password is longer than 14 characters.

If it is, retrieve your password at https://account.91.com/common/forgetpw.aspx?flag=co. The new password you get from this page will be limited to 14 characters which meet the requirements. Just use the new password to log in.

If you can't retrieve your password on the page for any reason or your login problem isn't solved even though you have retrieved your password, please don't hesitate to contact us via Live Support.