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Technical

I can't sign into my account, what should I do?

If you’re using the iOS or Android mobile app click here. 

You must sign in to your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognized, follow the steps below:

Step 1: Check your email address

Make sure you are using the same email address and password you registered with.

Step 2: Change your password

If you can't remember your password, click on the ‘forgotten password' link on the sign in page. You'll be prompted to enter your email address, and we'll email you with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

Step 3: Delete your cookies

Try deleting your cookies, we've often found that clearing these means you can regain access to your account. Please be aware this may also remove any items from your basket or Saved Items if you're not logged into your account before clearing your cookies.

If your issue isn’t password related, here are a few things you may want to check:

  • Make sure that ‘Block all cookies’ function is disabled on your browser’s settings.
  • Check that Javascript is enabled on your browser’s settings.
  • Make sure that you don’t have any content blockers installed
  • Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won’t be able to access your account. You can resolve this problem easily by setting the time on your device to default.  

If after this you still can't sign in, get in touch with our Customer Care Team giving as much detail as you can about the issue, including screenshots of any error message you get and what you've done so far to try to resolve it.