How do I fix a sign-in error that says an account is not registered?
Answer
This is usually caused by using a different sign-in method than the one used originally, being on a network that blocks the app's connection, or a setup step that did not fully finish. Confirm which method was used the first time before trying again.
Before you start: stop right away if…
- Stop if a site or popup asks you to pay to unlock an account or install unknown software.
Follow these steps
Confirm the account details
Enter the exact email address or phone number that was used when the account was first set up, and watch for a reset link or one-time code sent by email or text.
You should see: A reset link or code arrives, confirming the account exists and the contact details are correct.
Switch to a home Wi-Fi network
Connect the device to a regular home Wi-Fi network instead of a public, guest, or mobile hotspot connection, then close and reopen the app before trying again.
You should see: The app opens normally and the sign-in screen loads without a connection error.
Use the original sign-in method
Sign in using the same method used the first time, such as a Google account, Apple ID, Microsoft account, a password, or a one-time code, rather than trying a different option.
You should see: The sign-in screen accepts the details and either logs you in or moves to the next setup step.
Restart the sign-in process from the official page
Open the official sign-in page for the account directly (not from a link in a text or email) and start the registration process again from the beginning.
You should see: The registration steps complete without the not registered message reappearing.
Not sure this is the right page? Check here
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Extra tips
What to look for: Whether the message appears immediately on opening the sign-in screen or only after entering details, and which sign-in method (email, phone number, or a linked account like Google or Apple) was used the first time.
Before you change anything: Confirm the exact email address or phone number tied to the account. Check which sign-in method was used originally. Confirm you are on the official app or website, not a link from an unexpected message. Never share your password or one-time code with anyone.