1. You signed up with Google or Apple (Social Login)
If you originally created your account through Google or Apple, your account does not have an associated password. For this reason, the traditional email and password login will not work.
Solution: Log in using the exact same method you used to sign up (tap the Google or Apple button).
Don't remember how you signed up? * If you are using an Android device, try logging in with Google.
If you are using an iPhone, try logging in with Apple or Google.
Note if you used Apple ("Hide My Email"): If you chose this option when signing up, Apple generated a random email address (e.g.,
xyz@privaterelay.appleid.com). To verify this, check your iPhone settings: Settings > Apple ID > Password & Security > Apps Using Apple ID. Make sure to use that same method when logging into the app.
2. You forgot your password
If you are sure you registered with an email and password but can't remember it, you can reset it by following these steps:
Select Log In.
Tap Forgot your password?
Enter your phone number and select Next.
You will receive a confirmation code via SMS.
Enter the code and choose your new password.
Log back in using your email address and your new password.
3. Incorrect details or typos
Sometimes the issue is simpler than it seems. Please check the following:
Typos: Check that your email is spelled correctly and matches the one you used to register.
Caps Lock: Make sure you don't have Caps Lock enabled on your device's keyboard.
4. Temporary connection issues
Verify that your device has a stable internet connection (cellular data or Wi-Fi) and try logging in again after a few moments.
✉️ Still can't access your account? If you have tried these steps and the issue persists, don't worry. You can contact us via the chat available on our website/App or by sending an email to ayuda@ellu.app. Our team will help you regain access right away.