If you can't sign in, the fix depends on what's blocking you. Forgotten password is the most common case and has a one-click recovery flow. Other login problems — wrong email, duplicate accounts, expired codes — need different paths. Below is the full list, in the order you should try them.
Forgot your password
You don't actually need it. Sign in with an email code instead:
- On the sign-in screen, enter your email.
- Choose Sign in with code (or just leave the password field blank — the system offers the code option).
- Check your email for a 6-digit code.
- Enter the code, you're in.
Once signed in, you can set a new password from Account → Security → Change password if you want password sign-in available going forward.
If you specifically want to reset the password (because someone else might know it), the Restore password button on the sign-in screen sends a reset link to your email. The link is valid for a limited time — use it within an hour of receiving it.
For details on how email codes work and their rate limits, see "Login codes and email verification".
Don't remember which email you used
Sign in by email code requires the email. If you genuinely don't remember which one your account is on, two paths:
- Try the email you usually use for gaming services. Most users sign up with their main personal email; the system will send a code if it's registered, and silently do nothing if it isn't.
- Search your email for "Loudplay". The welcome message and any past receipts will be in your inbox under the email you registered with.
If neither works, write to help@loudplay.io from any email you have access to. Tell us what you remember — when you signed up roughly, what payment method you used, the name on the card. We can look up the account from those clues and tell you which email it's on.
Code never arrives
See "Login codes and email verification" — it has the full diagnostic checklist (spam folder, typo, corporate email blocks, rate limits).
If you've followed that and still don't get a code, the email might not have an account at all. The system replies "code sent" even when an email isn't registered, as a security measure. Try signing up as a new user with the same email — if you already had an account, it'll send you the code; if not, it creates one.
"I think I have two accounts"
This happens when someone signs up on Desktop with one email, then later signs up on Android with a different email — two distinct accounts, time on each, neither knows about the other.
Loudplay doesn't currently merge accounts. If you have time on both, the practical options are:
- Pick the one you want to keep, run down the time on the other. Hours expire 30 days after purchase anyway, so unused time on the secondary account is going to evaporate either way.
- Write to support if the time amounts are significant. We can sometimes refund or move time between accounts on a case-by-case basis. Verify both accounts via OTP, explain the situation, ask for help.
To prevent this in future: always use the same email when signing in on a new device. If the system asks for a code on a device, it's because that device hasn't seen you before — use the same email.
"Expired session" or "your sign-in expired"
If the launcher tells you your session expired and asks you to sign in again — this is normal and not a problem. Sign-in tokens have a limited lifetime; signing in again refreshes them. Use email code or password as usual.
If it asks you to sign in every time you open the launcher (within a short window), something is preventing the token from being saved. On Windows: check that your antivirus isn't deleting the launcher's local data folder (%LOCALAPPDATA%\Loudplay\). On macOS: check that the app has permission to write to its sandbox.
"Account is locked" or repeated failed attempts
If you've hit the rate limit on codes (10 per hour per email) or verification attempts (10 per code), the system pauses sign-in for that email. The lock clears in an hour automatically.
If you genuinely think your account is compromised — someone else is signing in or trying to — write to help@loudplay.io. We can lock the account on our side, force a password reset, and review recent sign-in IPs.
When to write to support
Write directly to help@loudplay.io if:
- You've forgotten which email you used and can't find it in your inbox
- You think you have multiple accounts and want them sorted out
- The "Restore password" link isn't arriving and email codes aren't arriving either
- You suspect the account is compromised
In every case, include any details you remember: approximate sign-up date, payment method, name on card, country. We'll verify and help.