I can’t sign in

Almost every sign-in problem has a fix you can apply yourself in a couple of minutes. Start from the message you see on screen: below you’ll find what it means and what to do.

Recognise the message

I forgot my password

1. Open Sign in and press Forgot your password?, or go straight to Recover access.
2. Enter your account email and press Send the link.
3. Open the email you receive and press the link: the Choose a new password page opens.
4. Type the new password twice and press Save the password.

For your safety, as soon as you save the new password we close every open session on every device: if someone had got in with the old one, they’re now out. Sign back in with the password you just chose.

Why the page says “if the address exists”: we don’t tell you whether an email is registered. It’s a protection: otherwise anyone could find out who has a Sweetly account by trying addresses at random.

The new-password link doesn’t work

The link works once and for a limited time. If you read This link has expired or has already been used, press Request a new link and use the latest one you receive. If the email doesn’t arrive at all, look in Spam and in the promotions folders.

The account asks me to confirm my email

After signing up you have a limited time to confirm your address. If you let it run out, you must open the confirmation link before you can get back in. Open the latest confirmation email you received, or ask for a new one from the message shown when you try to sign in. All the details are in Create an account and confirm your email.

Too many attempts

After several wrong attempts in a short time, sign-in pauses for a few minutes. It isn’t an account block: it’s the protection that stops a program from trying thousands of passwords. The message tells you how long to wait. Meanwhile, if you don’t remember the password, don’t keep trying: use Forgot your password?, which works during the wait too.

I get signed out after a while

To protect your account, your session renews itself while you use the site. If your phone stays in your pocket for a long time or the tab stays closed, you may be asked to sign in again when you come back. To stay signed in longer on your personal device, tick Remember me on this device when you sign in. Don’t do it on a shared computer.

If it happens often even while you’re using the site, try these in order:

• check your browser doesn’t delete cookies when it closes, and that you’re not in private browsing;
• disable extensions that block cookies for sweetly.net;
• update your browser to the latest version.

Account suspended or closed

If there’s a measure on your account, you’ll see a notice after signing in: Account suspended, Chat suspended (you can use the site but not write) or Account closed. If the measure has an end date, the notice tells you until when. If it says No end date, you can ask for a review: open a ticket explaining what happened.

If you closed the account yourself, your data is kept for 30 days: during that time support can reopen it. Read Password, personal data and closing your account.

It asks me to verify my age

In some countries the law requires an age check before entering an adult site. If you’re in one of them, you’ll see the Age verification required screen: once you pass it, we won’t ask again. How it works, and what happens to your data, is explained in Age verification.

I don’t remember which email I used

Try the recovery process with every address you use: the email only reaches the right one. Also search your inbox for past emails from Sweetly, such as the welcome or confirmation email. If you find nothing, write to us: to find the account we’ll need your username and some details only you know.

If nothing works

Open a ticket from the Support area. If you really can’t get into your account, write to [email protected] from your account’s email address, with your username and what you see on screen. We will never ask for your password: if someone does in Sweetly’s name, it isn’t our team.

Frequently asked questions

How long does the password reset link last?

It works once and for a limited time. If it has expired, request a new one from the Forgot your password page and use the latest one you receive.

Why do I have to sign in again on every device after changing my password?

Because we close all open sessions. It guarantees that anyone who knew the old password is now locked out.

Is my account blocked after too many attempts?

No, it’s a pause of a few minutes. The message tells you how long to wait. If you don’t remember the password, use Forgot your password in the meantime.

Can I get back into an account I closed?

Yes, within 30 days of closing it: write to support and we can reopen it. After 30 days the data is permanently deleted.

Can Sweetly tell me my password?

No. Passwords are stored encrypted and nobody on the team can read them. You can only choose a new one with the recovery process.