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Troubleshooting Account Lockout

Having trouble logging into your Stitch account? To troubleshoot account lockout, we recommend trying the following:

Verify Your Email Address

Double-check your email address to be certain the email address you are attempting to use to log in is associated with an existing Stitch account.

Reset Your Password

You can use the Forgot? link on the login page to reset your password.

Things to keep in mind about password reset emails:

  • Sometimes even well-intentioned emails can be mistaken for junk. Check your spam folder if you don't see the email.
  • The password reset links in these emails are only good for one attempt.

If you're still locked out, certain that your email address is correct, and you're using the correct link from the reset email, we recommend trying the following before you request another reset and attempt to login again:

  • Clear your browser's cache, cookies, and saved passwords
  • Temporarily turn off any ad-blocking software

Requesting multiple password resets in a single day can result in account lockout. Rather than repeatedly requesting resets, please move onto the next troubleshooting step and contact our support team.

Documenting Console Errors

Note that this step isn’t always required, but proactively completing it could reduce the time spent on researching the root cause.

If you’re still unable to access your account, we recommend checking for errors and reaching out to our support team.

You can do this by opening your browser’s developer tools and taking a screenshot of any errors displayed in the the console, or site log window. You can typically right click and select Inspect to open the console. If your browser doesn’t have this method or you need help, use the documentation links below for the web browser you’re using:

Safari Firefox Chrome Opera Internet Explorer

In some browsers, opening the developer tools might not automatically display the console - the site’s code may display first. If this happens to you, click the Console option in the developer window and take screenshots of any errors displayed there.

Please reach out to our support team with the error screenshots and the email address associated with your account. 

Don’t see any errors or you’re just lost?

Don’t worry! Get in touch with us and we'll get you back into Stitch in no time.


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