Find the account you originally used

Keep a personal registration under your control

Choose one of the registration methods actually offered and use accurate details, including an email you control. If you use a password, make it unique to this account. An account should belong to you rather than depend on borrowed credentials or a registration purchased from somebody else.

Use your own payment method and keep authentication codes private. A fictional character or someone offering to sell access cannot validate ownership by asking you to hand over a password. Our personal-account rules are separate from what a public catalogue allows visitors to view.

Retrace the original sign-in route

An email-and-password registration should be opened that way. If you used an offered provider option, choose the same provider account. A normal-looking login can still lead to another registration that lacks the purchase or messages you intended to recover.

Match the current account email to your receipt before changing subscription settings. Starting another membership is not a useful first test for an identity mismatch. Keep the purchase reference while you establish which account holds the payment.

Ask for recovery without revealing a secret

For unresolved password or sign-in trouble, email support@candymail.ai from the registered address. Identify the original method and the error observed. Include useful account information, not the password, authentication code or recovery secret you are trying to protect.

Check the spelling of the address and the spam folder for expected correspondence. Repeated requests in many tabs can make it harder to follow which message belongs to which attempt. Describe the sequence if the problem remains instead of sending your credentials as evidence.

Check account records rather than catalogue visibility

Seeing character listings does not show that your private history, token balance or membership is available. Public browsing and the intended registration are different levels of access. Inspect the relevant account area to establish what is actually missing.

For a continuing failure, report the device, browser, sign-in route, precise error and approximate time. Payment questions can include a receipt reference. Support does not need full card numbers or a transcript of unrelated private dialogue to locate an access issue.

Your questions

Why is my plan absent even though I can sign in?

Check whether you opened a different registration. Compare the current email and sign-in route with the purchase confirmation before paying again. Successfully opening an account is not proof that it is the account that owns the subscription.

Does browsing profiles mean I am fully signed in?

Not necessarily. Public parts of the catalogue can appear without the private records of a registration. Verify the history, balance and membership you expect within the intended account, rather than inferring access from visible portraits.

What should I send for account recovery?

Use the registered email to identify the account, original sign-in method and error. Include the device and approximate time if relevant. Do not send your password, recovery code, authentication secret or complete payment information in the request.