Error: We Can’t Find That Account

Updated: 9 months ago
Article ID: 274175

Common Problems

  • I can't log in to 
  • My email is correct but it says my account isn't found
  • Error: "We couldn't find a account with that information"

You will receive this error if you enter the wrong email or password in the App login window. 

To resolve this error: 

  1. Exit the App completely. To do this, right-click on the icon on the system tray, then select Log Out or Exit
  2. Launch the app again
  3. If you use a password manager with auto-fill service, delete the pre-filled email and password
  4. Type in your email and password manually

If the problem continues, check below.

Wrong Email

  1. If you have multiple emails, make sure that you are entering the correct one
  2. If you have saved a phone number to your account, try to log in using that phone number

Wrong Password

  1. Check if you have Caps Lock on —the input box is case sensitive
  2. If you have multiple keyboard languages or layouts installed, check which one you have enabled
  3. Try typing your password on a notepad so you can see what you are typing


If you still can't log in, reset your password. If you don't receive a password reset email, it means you are entering the wrong email. If you forgot your email, contact us.