> ## Documentation Index
> Fetch the complete documentation index at: https://help.galleryplus.tv/llms.txt
> Use this file to discover all available pages before exploring further.
# How to Solve Sign-In and Account Access Problems Fast
> Fix forgotten passwords, locked accounts, social login errors, two-factor authentication issues, and compromised account recovery step by step.
Being locked out of your account is stressful, but the most common sign-in problems have straightforward solutions. This guide walks you through every major login scenario — from a forgotten password to a hacked account — so you can regain access quickly and securely.
***
## Account Access Issues
If you can't remember your password, you can reset it in just a few steps. The reset link is sent to the email address on your account, so make sure you have access to that inbox before starting.
Open the app or visit the website and click **Sign In**. Below the password field, select **Forgot password?**
Type the email address associated with your account and click **Send Reset Link**. If you're unsure which email you used, try any addresses you may have signed up with.
Open your email and look for a message with the subject line **"Reset your password"**. The email typically arrives within two minutes. If you don't see it, check your spam or junk folder.
Click the **Reset Password** button in the email. This link is valid for **60 minutes** — if it expires, return to the sign-in page and request a new one.
Enter a new password that is at least **8 characters** long and includes a mix of uppercase letters, lowercase letters, numbers, and symbols. Confirm the password and click **Save**.
Return to the sign-in page, enter your email and new password, and you're in. For security, you'll be signed out of all other active sessions automatically.
Use a password manager (like 1Password, Bitwarden, or the one built into your browser) to generate and store a strong, unique password so you never need to reset it again.
For your security, accounts are temporarily locked after several consecutive failed sign-in attempts. This prevents unauthorized brute-force access to your account.
**How long is the lockout?**
Your account is locked for **15 minutes** after 5 failed attempts. After the lock expires, you can try again or reset your password.
**What to do during a lockout:**
1. Wait 15 minutes and try signing in again with the correct password.
2. If you're unsure of your password, use the **Forgot password?** flow described above — resetting your password also clears the lockout immediately.
3. Make sure Caps Lock is not on. Passwords are case-sensitive.
**If your account is locked but you know your password is correct**, someone else may be attempting to access your account. After regaining access, navigate to **Account → Security → Active Sessions** and sign out of any unrecognized devices. Consider changing your password immediately.
If you receive a lockout notification email but you weren't trying to sign in, treat this as a potential security incident. Reset your password right away and review your active sessions.
This error means the combination of email and password you entered doesn't match any account in our system. Here's how to diagnose and resolve it:
**Double-check your email address**
Make sure there are no typos — extra spaces before or after the address are a common culprit. Try copying and pasting your email rather than typing it.
**Verify which email you used to sign up**
If you have multiple email addresses, try each one. You may have signed up with a work email, an alias, or a different personal address than the one you're trying now.
**Reset your password**
If you're confident the email is correct but the password isn't working, use **Forgot password?** to set a new one. Passwords can stop working if you previously reset them on another device and didn't update your saved credentials.
**Check for autofill errors**
Your browser or password manager may be filling in credentials from a different account. Clear the sign-in fields manually, disable autofill temporarily, and type your details by hand.
**Avoid using a VPN or proxy**
In rare cases, sign-in requests from certain VPN exit nodes are flagged and rejected. Disable your VPN and try again.
Signing in with a social provider is convenient, but it can fail for a few specific reasons.
**"Account not found" after social login**
If you see this message, you likely registered with a direct email/password instead of the social provider. Try signing in with your email address and password, then optionally link your social account afterward in **Account → Security → Linked Accounts**.
**Social login redirects but then fails**
This usually means there's a browser cookie or cache issue. Clear your cookies for the sign-in page (or your entire browser cache) and try again. Using a private/incognito window is a quick way to test this.
**Google sign-in asks for permission every time**
This happens when your browser is set to block third-party cookies. Add our domain to your browser's exception list, or switch to a browser that supports the required authentication flow.
**Apple "Hide My Email" addresses**
If you signed up using Apple's **Hide My Email** feature, Apple created a relay email address for your account. You can find this address in **Settings → Apple ID → Password & Security → Apps Using Apple ID** on your iPhone or Mac. Use that relay address if you need to sign in without the Apple button.
**Facebook login stopped working**
Check that you haven't revoked our app's permission in your Facebook account. Go to **Facebook → Settings → Security and Login → Apps and Websites** and confirm our app is listed as active.
If you want to disconnect a social login provider, go to **Account → Security → Linked Accounts** and remove it there. Make sure you have an email/password set up first, or you'll lose access to your account.
Two-factor authentication adds an important layer of security. If you're having trouble completing the 2FA step, here are the most common solutions.
**Not receiving the SMS code**
* Make sure your phone number on file is correct under **Account → Security → Two-Factor Authentication**.
* Check for a signal or cellular network issue — request the code again once you have a stable connection.
* Some carriers filter automated SMS messages. If the code consistently doesn't arrive, switch to an authenticator app (like Google Authenticator or Authy) in your 2FA settings.
**Authenticator app code not working**
Authenticator app codes are time-based and expire every 30 seconds. If the code is rejected, your device's clock may be out of sync. Enable automatic time sync on your device:
* **iOS:** Settings → General → Date & Time → Set Automatically.
* **Android:** Settings → General Management → Date and Time → Automatic date and time.
**Lost access to your 2FA device**
When you set up 2FA, you were provided with one-time backup codes. Use one of these backup codes on the 2FA screen to sign in. After regaining access, go to **Account → Security → Two-Factor Authentication** and set up a new 2FA method.
**No backup codes available**
If you've lost both your 2FA device and your backup codes, contact our support team. You'll need to verify your identity through an account recovery process before 2FA can be reset.
If you believe someone else has gained access to your account — you've noticed unfamiliar viewing history, your email address has changed, or you've received a security alert — act quickly using the steps below.
**Step 1: Reset your password immediately**
Use the **Forgot password?** flow to regain control. Even if you're currently signed in, changing your password invalidates all existing sessions for every device.
**Step 2: Sign out of all devices**
After signing in with your new password, go to **Account → Security → Active Sessions** and click **Sign Out All Devices**. This terminates every active session, including the attacker's.
**Step 3: Review your account details**
Check **Account → Settings** for any changes to your email address, name, or payment information. If your email was changed, contact support immediately — they can verify your identity and restore the original email.
**Step 4: Check linked payment methods**
Go to **Account → Billing** and confirm no unfamiliar payment methods have been added or charges made.
**Step 5: Enable two-factor authentication**
After securing your account, turn on 2FA under **Account → Security → Two-Factor Authentication** to prevent future unauthorized access.
**Step 6: Contact support**
Report the incident to our support team so they can note the activity on your account, investigate the source, and assist with any unauthorized charges.
If the attacker changed your account email address and you can no longer sign in, contact support directly through the Help Center. Do not create a new account — our team can verify your identity and restore access to your original account.
If you can sign in on the app but not the website (or vice versa), the issue is likely browser-related.
**Clear cookies and cache**
Stale or corrupted session cookies are the most common cause of browser sign-in failures.
* **Chrome:** Settings → Privacy and Security → Clear Browsing Data → select Cookies and Cached Images → Clear Data.
* **Firefox:** Settings → Privacy & Security → Cookies and Site Data → Clear Data.
* **Safari:** Preferences → Privacy → Manage Website Data → Remove All.
* **Edge:** Settings → Privacy, Search, and Services → Clear Browsing Data → Choose What to Clear.
After clearing, close and reopen the browser before trying to sign in again.
**Try a different browser**
If clearing the cache doesn't help, try signing in using a different browser (e.g., switch from Chrome to Firefox). This helps determine whether the problem is browser-specific or account-wide.
**Disable extensions**
Browser extensions — especially ad blockers, privacy tools, and script blockers — can interfere with the sign-in process. Open a private/incognito window to sign in with extensions disabled by default.
**Enable JavaScript and cookies**
Our sign-in page requires JavaScript and first-party cookies to work. Check that neither has been disabled in your browser's security settings.
**Check for browser updates**
An outdated browser may not support the authentication flow correctly. Update your browser to the latest version and try again.