Common sign-in issues
Using a different email address: The email you’re entering isn’t associated with your active subscription.
Using the wrong sign-in method: You created your account with an email and password but are selecting 'Sign in with Apple' button instead of the 'Log in' button.
Incorrect email or password: The credentials you are entering may have a typo, extra space, or incorrect password.
Wrong autofill details: This may prevent you from signing in, try manually entering your credentials.
Apple’s Hide My Email: Your account may be linked to a private email address generated by Apple.
Password reset issues: You aren’t receiving the reset email, or the reset link isn’t working.
Seeing “Start a Free Trial”: You logged in with an email address that is not associated with your paid subscription.
Troubleshooting steps
Check your email address and sign-in method
Make sure you’re using the email address associated with your active pliability subscription. If you’re unsure which email you used, check your inboxes, including your junk folder, for a welcome email.
If you created your account with an email and password: Enter those details and select the Log In button. Using Sign in with Apple may not take you to the same account.
If your email or password isn’t recognized: Check for typos, extra spaces, or autofill entering the wrong or outdated details.
Reset your password
If you’ve forgotten your password or it isn’t working:
Open the password reset page.
Enter the email address associated with your paid account.
Check your inbox and spam folder for the reset email.
Right click on the reset link in the email to open in a private or incognito window (this helps stop any autofill and browser cache from interfering)
Follow the instructions to create a new password, then try signing in again.
If the reset link isn’t working, try opening it in a private or incognito browser window. See our password reset guide for more help.
Having trouble with Sign in with Apple?
If you previously created your account using Apple’s Hide My Email, your pliability account may be linked to a private email address generated by Apple.
If Sign in with Apple gives you an error, reset your pliability password using that private email address. Once you’ve created a password, enter the private email address and new password, then select Log In.
Follow our Sign in with Apple troubleshooting guide to find your private email address and regain access.
Seeing “Start a Free Trial” after signing in?
You may be signed in to an account that isn’t linked to your paid subscription.
Sign out, then check that you’re using the correct email address and sign-in method described above. If you already have a subscription, you don’t need to start another trial to access it or request help with cancellation. Contact support so we can help locate your account.
Seeing “Launch Pliability” in your mobile browser?
If you’ve signed in through a mobile browser and see Launch Pliability, you can access your account settings by tapping the three-line menu at the top-right corner.
Troubleshoot your browser
Make sure your browser is up to date.
Try signing in through a private or incognito window.
Clear your browser’s cache, then reopen the website and try again.
Still need help?
If you can’t sign in, reset your password, or locate your subscription, open the chat in the bottom-right corner and ask to speak with a human agent.
To help us locate your account, please provide:
Your first and last name.
Any email addresses you may have used.
The last four digits of the card charged.
The date and amount of your most recent charge.