Sign-in troubleshooting

Forgot your password

From the Log In screen, tap Forgot password. We email a reset link to the address on your account. Links expire after one hour for security. If you don't see the email after 5 minutes, check your spam folder; if it's still missing, the address you typed may not match an account — try the other email addresses you commonly use.

"Email not verified"

When you first sign up, we send a verification email. If you missed it, sign in and tap Resend verification on the banner. The verification link expires after 24 hours. After it's verified, you may need to fully sign out and back in once for some features to unlock.

Sign in with Google / Apple isn't working

If you originally signed up with Google or Apple, you must sign in with the same provider — not with an email/password combo of the same address. If you've switched devices (e.g. signed up on Android and are now on iOS), use the same Google/Apple account.

"Multiple accounts found"

If you signed up with both Google and email/password using the same address, you'll see this. We can merge them: email contact@prepiep.com from the address in question, telling us which provider you'd prefer to use going forward.

Account locked after too many attempts

After several failed sign-ins, we briefly lock the account to protect against brute force. Wait 15 minutes and try again, or reset your password (which clears the lock).

App stuck on a blank screen after sign-in

Hard-refresh the page (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows). If you're on the web app, make sure third-party cookies aren't blocked for prepiep.com — Firebase Auth needs them. If that doesn't work, email us with your browser + OS and we'll dig in.

Still stuck

Email contact@prepiep.com. Include the email on your account, the device + browser you're using, and a screenshot of the error if you have one. A real person reads every message and replies within one business day.