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 at /forgot-password. 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 up one way, signing in another
The Sign in with Google, Apple and Microsoft buttons match on your email address. If the address on that provider account is the same one you used at checkout, you land in your existing account with everything intact. If the provider account uses a different address, you land in a different account, and it will look empty because your orders live with the address you actually bought with.
- Check which email address your Google, Apple or Microsoft account uses.
- If you used Apple's Hide My Email, the relay address it created is your login address.
- When in doubt, use the email and password form with the checkout address.
An account that was created for you
Placing an order creates your account. A set password email goes out with the only link that can open it, and no other email from us ever carries one. If that link expired before you used it, do not hunt for the old email: ask for a fresh link at /forgot-password 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 through any door, including the provider buttons. 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 /contact 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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