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.
If you just want to merge two accounts into one, check I have created two accounts and I want to merge them instead.
👉 Your password isn't working
Start with a password reset: I forgot my password, or the reset isn't working.
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
👉 Your password was rejected due to a possible data leak
To help keep you safe, Shotgun has an extra layer of protection that checks whether the password you chose has appeared in known external data breaches. This information is used to identify passwords that may already be known to third parties and could therefore pose a greater security risk.
If we identify that a password has been compromised or may not be secure, we block it as a preventive security measure.
This does not mean that your Shotgun account has been compromised — we’re simply helping keep it protected.
What should I do?
- Choose a new password, preferably one that is very different from passwords you’ve used before and unique to Shotgun.
- If possible, use your phone, browser, or password manager’s password generator to create a strong, unique password.
- If you’re using the website, we recommend clearing your browser’s cache and data before trying again, as old saved information may interfere with the process.
- Try resetting your password again.
If the issue continues after following these steps, contact our support team so we can help.
What we’ll need from you:
- The email address associated with your Shotgun account;
- A screenshot of the error message.
Important: Never share your password with the Shotgun team. We don’t need it to help you.
👉 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
👉 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