Support / I am a Creator on Hidden / Account and Security

Can't log in even though my details are correct

Last updated 1 September 2026

Correct details that will not work usually mean the account is in a state that prevents sign-in, rather than anything wrong with what you are typing.

An email from us	Check your inbox and spam folder first. If the account has been restricted, suspended, or closed, we will have written to you, and that message is the fastest explanation available.
A verification hold	If your identity documents are outstanding or have expired, your account may be limited until that is resolved. Look for a request from us about documents.
A previous account	If you previously had an account closed for breaking our terms, accounts created afterwards are closed as well. This applies whether or not the new one is under a different name or email address.
The wrong sign-in method	Less common for creator accounts, but worth ruling out. Signing up with Google creates a separate account from one made with the same email directly.

Your earnings while you are locked out

A balance you have already earned is not lost because you cannot sign in. If your account is under review, your earnings stay where they are and payouts resume once it is resolved.

Tell us if you have a payout pending, so it is dealt with alongside the access question rather than after it.

Getting it looked at

Write to us from the email address on the account. The more of the following you include, the faster this moves.

Your creator username

Roughly when you last signed in successfully

What you see on screen when you try, word for word

Whether you have a balance or payout pending

Contact support with those details. If you believe a restriction was applied in error, say so and include anything that supports it.

Common questions

+Should I make a new account in the meantime?

No. If the original was restricted, a new one will be closed too, and creating it makes the original harder to reinstate. Wait for the review.

+My subscribers are still being charged.

Tell us straight away. Subscribers paying for a feed that is not visible is the part we most want to know about, and it is fixed separately from your access.

+How long does a review take?

It depends on what is being reviewed. We will tell you where things stand when you get in touch rather than leaving you guessing.

+The reset email is not arriving.

Check spam first. If it still does not come, the account is on a different email address, or it was created through Google rather than with a password.

Why is my account or content restricted?

What to do if someone else accessed your account

I have earnings but can't request a payout

Locked out with a balance pending? Contact support and mention the payout.

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