Account Issues

Can't sign in

If you're having trouble signing in to your account:

• Double-check your email and password. Make sure caps lock is off and there are no extra spaces.
• Try "Forgot Password." Click the link on the sign-in page to reset your password via email.
• Signed up with Google? Make sure you're clicking "Sign in with Google" and using the same Google account you originally signed up with. If you have multiple Google accounts, try each one.
• Clear your browser cache. Stale session data can sometimes cause sign-in issues. Clear your cookies and cache, then try again.

Email verification not received

After signing up, you should receive a verification email within a few minutes.

If it hasn't arrived:

1. Check your spam or junk folder. The email may have been filtered.
2. Search for "Brainports" in your email inbox to find it.
3. Try resending. Go back to the sign-in page and follow the prompts to resend the verification email.
4. Check the email address. Make sure you entered it correctly during sign-up.

If you still don't receive the email after 15 minutes, contact us at support@brainports.ai.

Can't access my projects

If your projects seem to have disappeared:

• Make sure you're signed in with the correct account. Projects are tied to the specific account that created them. If you have multiple accounts, try the other one.
• Check your internet connection. Projects load from the server, so a network issue can make them appear missing.
• Refresh the page. A simple refresh often resolves display issues.

If your subscription lapsed and you're past the grace period, your projects may have been removed. Contact support if you believe this happened in error.

Subscription not showing

If you just subscribed but your plan doesn't appear to be active:

1. Refresh the page. It can take a moment for your subscription status to update.
2. Check your email for a payment confirmation to verify the transaction went through.
3. Sign out and sign back in. This forces a fresh session that picks up your updated subscription.

If your subscription still doesn't show after a few minutes, contact us at support@brainports.ai with your payment confirmation.

Need more help?

For any account issue not covered here, email us at support@brainports.ai. Please include:

• The email address associated with your account
• A description of the issue
• Any error messages you're seeing
• Screenshots if possible