You're trying to log into your Shotgun account and it just won't let you through. Below are the most common reasons this happens, find the one that matches your situation.
Your password isn't working
Start with a password reset: I want to change my password.
If that doesn't get you back in, run through these checks:
- If you've had the reset email sitting in your inbox for a while, request a new one, the link is only valid for a short time.
- Check your spam folder for the reset email.
- Make sure there's no typo in your email address, an extra blank space before or after counts as one.
If despite all these checks, you're still having trouble, contact the Shotgun Care team.
What we need from you
- the email address of your Shotgun account
- whether the issue happens on the app or the website
- what exactly happens, and at which step of the login
- a screenshot of the error message, if there is one
It says your email address is already in use
This usually means your Shotgun account was created with Facebook or Apple, not with a password, so there's no password attached to that email.
On the login screen, use the Facebook or Apple button instead of typing your email and password.
You can't access the Facebook or Apple account linked to your Shotgun account
This happens if you've lost access to the Facebook account you signed up with, or if you've switched from an iPhone to an Android phone and the Apple button isn't there anymore.
Dissociating Facebook or Apple from your account isn't something you can do yourself in the app or on the website. To do so, contact the Shotgun Care team, they can unlink it so you can log in with your email address and a password instead.
What we need from you
- the email address of your Shotgun account
- whether the account is linked to Facebook or to Apple
- the last 4 digits of the card and the amount of your most recent order
You have two Shotgun accounts
Two different situations, two different solutions:
- If you just want to get back in, you don't need to do anything about the second account. Check whether that account was created with a password or with a Facebook / Apple button, and log in that way.
- If you want all your orders on a single account, that's a merge: I have created two accounts and I want to merge them.
Still can't log in?
If none of the above fixed it, a few more checks before we dig in ourselves:
- Make sure your app is up to date.
- Try the other platform, if the app isn't working try the website, and the other way around.
- Try a different network, switch between wifi and mobile data.
If despite all these checks, you're still having trouble, contact the Shotgun Care team.
What we need from you
- the email address of your Shotgun account
- whether it happens on the app or on the website (and which browser, or which phone model and app version)
- what exactly happens, and at which step of the login
- a screenshot of the error message, if there is one