Short answer
If your account looks new or your previous orders are missing, you may have signed in with a different email address.
Log out and sign in again using the email linked to your original account.
Why this happens
If your account is not recognized, it usually means:
A different email address was used
There is a typo in the email
You used Sign in with Apple and selected Hide My Email
When a different email is used, the app creates a new account instead of opening the existing one.
How to access your original account
Log out of the app.
Return to the login screen.
Try signing in again using the email you previously used.
If you are unsure which email was used, check:
Order confirmation emails
Verification code emails
These messages were sent to the email linked to your account.
Important about Sign in with Apple
If you selected Hide My Email, Apple created a private relay email address.
In this case:
Signing in with your regular email may create a new account
You must continue using Sign in with Apple to access the original account
If your credits or orders are missing
If your previous orders, photos, or credits are not visible:
Make sure you are signed in with the correct email
Confirm you did not create a second account
Try all sign-in options using the same email address
Still not working?
If your account is still not recognized after trying all possible email addresses, contact support and include:
The email addresses you may have used
Approximate date of your last order
Your device type
We will help you locate your account.
Frequently Asked Questions
Why does my account look empty?
You may have signed in with a different email address.
Why are my previous orders missing?
Most likely, a new account was created using another email.
Can I merge two accounts?
No. Accounts created with different email addresses cannot be merged.