Why won't my password reset?

Modified on Thu, 22 May at 12:33 PM

If you have forgotten your account password and have requested a password reset, but haven't received the email, please start by checking your spam email box.

If the password reset email is not in your spam email box, then this could be due to an account activation error.

We migrated to a new website in December 2024, which meant that all customer accounts needed activating before they could be used. If you did not activate your account after our website migration, this may be why you are unable to receive a reset password email.

Please contact Support if you are having trouble activating your account and/or are not receiving a password reset email. We will need to send out a new account activation email to you, or initiate a password reset for you.

Please note that if you have accounts on both our UK and US websites, you will need to activate both accounts in order to use them. Please make sure to do this outside of any pre-sale periods, as we cannot guarantee that your account access problems will be resolved in time for any pre-orders to be successfully placed.

Please contact us if you have any issues, or you can also email us directly at support@illumicrate.com!