We’re really sorry to hear you’re having trouble accessing your account. We completely understand how frustrating that can be when you just want to manage your orders or check on your subscription.
Here are the most common reasons why you might be having trouble logging in, and how to fix them:
1. Our login process has recently changed to make things smoother and more secure. You can now access your account using Shopify Pay or by entering your email address. Please make sure you are entering the exact email address you used when you placed your original order or set up your subscription.
2. Check you are on the correct regional website: It’s always worth double-checking that you are trying to log in on the correct website for your location. Our customer accounts are tied to specific regional stores.
For example, if your subscription was originally created on our US website, but you are accidentally trying to log in via the AUS website, the system won't recognize your details and your active subscription will not show up.
How to fix this: You can easily switch to the correct regional store by using the region toggle located in the bottom left-hand corner of our website. Once you are on the correct site, try logging in again.
If you have checked your region, tried using Shopify Pay or your registered email, and you are still unable to log in, please reach out to us via our chat bot. Be sure to let us know the email address associated with your account so we can help get you back in as quickly as possible!