I can't log in to my account

Last updated: April 3, 2026

Step 1 — Check you are using the right sign-in method

Method	What to do
Phone number + verification code (OTP)	Enter your phone number and wait for a code by SMS. Most common for Connect subscribers.
Email + password	Enter the email address you signed up with and your password
Sign in with Apple or Sign in with Google	Use the same third-party login you used when you first signed up

Step 2 — If you use phone number + verification code

Confirm your phone number is entered correctly including the country code

Tap Resend Code if the verification message hasn't arrived

Check your text messages and spam/junk folders

Make sure your phone is connected to mobile data or Wi-Fi

Step 3 — If you use email + password

Try any email address you may have used when signing up

Select Forgot password or Reset password on the login screen

Check your inbox and spam folder for the reset link — reset links expire, request a new one if needed

Step 4 — If you used Sign in with Apple or Google

You do not have a separate password for this app. Return to the login screen and use the same sign-in method you used when you first signed up.

Step 5 — Check the app is up to date and try reinstalling

An outdated or corrupted app installation can cause login issues. Check your app store for updates. If the issue persists, uninstall and reinstall the app.

If you believe someone else has accessed your account, see ****I think my account has been accessed without my permission.

This article doesn't cover:

Account security →I think my account has been accessed without my permission

Change account details →How do I change my email address or account details?