How do I fix an account access problem?

Separate sign-in from trading-account access

Failing to sign in, signing in but not seeing a purchased account, and selecting a breached account are different problems. Start by identifying which step failed and recording the visible error.

Sign-in checks

1. Use the same email or Google method used when registering.
2. Check for any email-confirmation instruction.
3. If using an email password, use password recovery instead of repeated guesses.
4. Open the latest recovery link if several were requested.
5. Verify you are on the correct Perpify domain.

A provider-controlled Google password is not reset through Perpify email recovery. Do not create another profile to solve an access problem or bypass household limits.

Signed in but account missing

Confirm the login associated with the purchase, inspect its verified payment status and then the account selector. Evaluation graduation creates a fresh funded account; breached accounts are separated from active accounts. Demo availability does not prove a paid account was issued.

Page errors and loading

Refresh once after recording the problem. If the page still fails, note the URL, approximate time, browser/device and exact message. A failed account read is not evidence that balances or history have been deleted.

Safe support request

Use Support and include non-secret account or purchase references. Do not send passwords, one-time codes, recovery links, wallet secrets or session credentials. Live chat on the public Support page provides general guidance without sign-in. A human-agent ticket currently requires sign-in, so use password recovery where possible; assistant chat does not change private account access.

Access recovery does not reset a breach, change product terms or require another purchase. Ask for the specific failed step to be reviewed rather than starting over with another identity.

Related guidance

Read How do I reset my password? and How quickly do I receive my account?.