Can’t sign in?

Start with the message shown on the sign-in page, then find the matching case below.

Password is rejected

• Check that the email is correct and watch out for Caps Lock (the field warns you when Caps Lock is on). Select the eye icon at the right of the password field to show the password and double-check what you typed.
• Make sure this email is registered for an account on this site.
• If you really can’t remember it, choose Forgot password? on the sign-in page to set a new one. See Forgot your password? Recover your account.

Too many incorrect attempts

To stop others guessing passwords, password sign-in for an email is temporarily locked after several wrong attempts, and the page tells you when you can try again. Please don’t keep retrying while it’s locked — wait until the lock lifts, or reset your password with Forgot password?.

Asked for a code you can’t provide

If your account has two-step verification turned on, you’ll be asked for the 6-digit code from your authenticator app after entering the correct password. If the code keeps failing, or you lost or changed your phone, see Can’t use two-step verification or lost your phone?.

Verification code email doesn’t arrive

• Check your spam and promotions folders.
• Codes expire. If yours has, request a new one.
• If you signed up but haven’t verified your email yet, you need to do that before signing in. You can resend the code on the Verify your email page.

“This page has expired”

The page may have been opened in another browser or tab, or your browser’s cookies were cleared. Choose Start over to sign in again, and make sure cookies aren’t blocked in your browser.

Signed out after a while

For security, you’re signed out automatically after a period of inactivity or after being signed in for a long time — just sign in again. Changing your password also signs you out on all other devices.

Account suspended

A suspended account can’t be used normally or recovered on your own. Contact support through the channels on the Contact us page and include the email you signed up with.

Still can’t sign in

You can’t submit a ticket without signing in, so reach us through the channels on the Contact us page. Tell us the email you signed up with and the message you see. Never send your password, codes or recovery codes to anyone, including support.