Most sign-in failures are one of two things: the password is wrong, or the account has never had a password at all. Both have the same fix. Request a link on the password reset page. The link works once and expires in an hour, and it works even for an account that has never set a password. If there is an account on the address you enter, the link is on its way; check your spam folder before asking for another one.
Signed in with a different address
Your orders live with the email address you used at checkout. If you created an account under another address, you land in a different account and it looks empty. Sign in with the checkout address. Not sure which one that was? Search your mailbox for the receipt subject line "Your order (number) is confirmed".
An account that was created for you
Placing an order creates your account. A set-password email goes out with a one-time link to open it. If that link expired before you used it, do not hunt for the old email: ask for a fresh link on the password reset page and it arrives in a moment.
Still refused
- The sign-in form never confirms whether an address exists, so a typo in the email looks exactly like a wrong password. Re-type the address carefully.
- A suspended account cannot sign in. If you believe that applies to you, contact us.
- We will never ask you for your password, and no one here can see it.
If none of this gets you in, reach us through the contact page or the chat on any page. For the full picture of how accounts work, read Signing In to Your Account and Your Account After Checkout.
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