If You Can't Sign In
Options for recovering access to your creator account — password reset, 2FA recovery codes, a connected platform as the fallback, and support escalation.
If you've lost access to your creator account, don't panic. You almost certainly have more than one way back in — this page walks through the options in the order you should try them.
Subscribers (end members of a creator's project) have a different recovery flow, built into each project's portal: verified email addresses, linked Google accounts, and the account they hold on the platform all count as recovery methods. See For Subscribers → Portal if that's you. The rest of this page is about creator accounts.
Your built-in safety net
Every creator account has three independent ways to sign in, all tied to the same account:
- Email address + password
- A passkey (if you registered one)
- A connected platform (once you have linked the account you use on your community's platform)
Losing one of these doesn't lock you out — you just use another. Most recovery problems are solved in seconds by remembering that.
Start here: match your problem
The order we recommend
If several things went wrong at once, try in this order:
Try a connected platform first. This bypasses both the password and the email flow entirely. As long as the account you linked works, this is the fastest path back.
Then try your passkey (if you have one registered on the device you're on).
Only if none of the above works, escalate to support — see below.
Last-resort escalation: contact support
If every self-service path is blocked — no password, no linked platform account, no passkey, no recovery codes — reach out to [email protected] and explain the situation.
We'll verify your identity manually by asking for information only the real account owner would know, such as:
- Past invoice numbers or transaction IDs.
- The registered email address and the ID (or username) of the account you linked.
- Details of projects you own, linked bots, or recent activity.
Manual recovery takes several business days while we verify. It's the last resort, not the first step. Adding a passkey, writing down your 2FA recovery codes, and keeping your linked account secure are all orders of magnitude faster to recover from than an identity-verified reset.
Preventing this in the future
A small amount of up-front setup will save you a lot of trouble if something ever breaks:
- Register at least two passkeys on different devices — see Passkeys.
- Write down your 2FA recovery codes in a password manager — see Two-factor authentication → Recovery codes.
- Keep your email on file verified and current from Profile.
- Secure your platform account itself with whatever second step the platform offers.
- Don't share passwords or recovery codes — if anyone else needs access, use Teams & Roles instead.
- Register a backup account on your platform (Growth) so an account you can no longer use never locks you out — see Active Disaster Prevention.
Related
- Signing in — a full map of every method.
- Two-factor authentication — setup and recovery codes.
- Passkeys — the most resilient sign-in method.
- Recovering your connected account — when the platform account you sign in with is gone, not just the password.
How is this guide?
Signing In with a Connected Platform
Your creator account is email-first. An account you hold on a connected platform can be linked to it and used to sign in, receive your alerts and manage your projects from that platform's bot.
Profile
Update your display name, email address, and country from the Profile Settings page.