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Account Access Troubleshooting
Common fixes when you cannot sign in, cannot find a reset email, or cannot access purchased products.
Most account access issues come down to using a different email address, an expired password reset link, or a browser session that needs to be refreshed.
Quick checks
- Try the email address used at checkout.
- Request a new password reset link.
- Check spam, junk, promotions, and updates folders for account emails.
- Try a private browser window or clear cookies for the site.
- Disable password manager autofill once and type the email and password manually.
When to contact support
Contact support if you cannot access a purchase after trying the email used at checkout, if the password reset email never arrives, or if the account shows the wrong products.
What to include
- The email address you used at checkout.
- Any other email address you may have used.
- Your order number, if you have it.
- The product or download you are trying to access.
- A screenshot or exact wording of any error message.