I keep getting an account does not exist error even though I have an account and using the same email. Clearing browser cache isnt resolving the issue.
Hi, I have not accessed my account in 13 days due to this issue and my monthly subscription is expiring soon. I’d appreciate resolution. Thanks
rlowell
Team•
Sep 24, 2025
Hi Jane,
Good news! We've fixed the login issue you were experiencing.
The problem was caused by some hidden characters (space) and uppercase letters in your email address when you first signed up. I've updated our login and account creation forms to automatically remove these characters from email entries, so this shouldn't happen again.
Please try logging in now. Let me know if you have any further issues.
Kind Regards, Reynard
JR
•
Sep 28, 2025
Thanks for looking into the issue. Please note that I still cannot log in to my account. When I tried to log in, I get a link in my inbox and when i click on that link it says “it’s expired” (even though I clicked on the link immediately i received it)
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JR
Oct 3, 2025
Hi, I have not accessed my account in 13 days due to this issue and my monthly subscription is expiring soon. I’d appreciate resolution. Thanks
rlowell
Sep 24, 2025
Hi Jane,
Good news! We've fixed the login issue you were experiencing.
The problem was caused by some hidden characters (space) and uppercase letters in your email address when you first signed up. I've updated our login and account creation forms to automatically remove these characters from email entries, so this shouldn't happen again.
Please try logging in now. Let me know if you have any further issues.
Kind Regards,
Reynard
JR
Sep 28, 2025
Thanks for looking into the issue. Please note that I still cannot log in to my account. When I tried to log in, I get a link in my inbox and when i click on that link it says “it’s expired” (even though I clicked on the link immediately i received it)