I can't log in to my account
Last updated 1 September 2026
If your email and password are definitely right and you still cannot get in, the usual reason is that you are signing in to the wrong account rather than entering anything incorrectly.
Try the other sign-in method
Signing up with Google creates a different account from one made with the same email address directly. The details are not wrong, they simply belong to the other account.
Sign out completely, then try each method in turn: email and password, or Google. Include any you only used once. If your subscriptions and purchases appear under one of them, that is your account.
Check your email
Look for a recent message from us, including in your spam folder. If your account has been restricted or closed, we will have written to you and the message explains why.
If you never confirmed your email address when you signed up, look for the original confirmation message. An unconfirmed account is limited in what it can do.
Reset your password anyway
Even when you are certain the password is right, a reset is worth two minutes. It confirms which email address the account is actually attached to: if the reset message never arrives, the account is not on that address.
If none of that works
Your account may have been restricted. This happens where something has gone against our terms, and it also applies if you previously had an account that was closed, since new accounts made afterwards are closed as well.
Think it is a mistake?
Contact support from the email address on the account, and tell us anything that helps us find it: the sign-in methods you have tried, roughly when you last got in, and any creators you subscribe to.
If you are being charged for a subscription on an account you cannot reach, say so, and email bill@hidden.com with the date and amount as well, so the billing can be dealt with while the access question is sorted out.
Common questions
+The reset email is not arriving.
Check spam first. If it still does not come, the account is probably on a different email address, or it was created with Google rather than with a password.
+I no longer have access to that email address.
Get in touch and tell us as much as you can about the account. There is a limit to what we can do without access to the email address, but it is worth asking.
+Can I just make a new account?
You can, but nothing transfers. Your subscriptions and purchases stay on the old account, and you would be paying for them twice. Sorting out the original is almost always better.
Related
What to do if someone else accessed your account
Still locked out? Contact support and tell us which sign-in methods you have tried.
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