Recover your account and missing emails

There is no password here

Sign-in uses your Google account rather than a password stored with us. That removes a whole class of problems — nothing to forget, nothing to leak — and it moves account recovery to Google, who are the only ones who can restore access to a Google account.

So there is no reset link we can send, and asking for one is not something we are withholding.

1. Check which Google account you used. The sign-in screen asks every time, so it is easy to pick a different one by accident.
2. Recover the Google account if it is lost. That runs through Google, not through us.
3. Write to us if neither applies. Event name and approximate date. A person reads these.

The wrong Google account

The sign-in screen deliberately asks which account to use every time rather than silently reusing whichever one the browser is already signed in to. That is helpful when you have several, and it is also how people end up in an empty dashboard: they signed in as the wrong one.

An empty dashboard with no events is almost the signature of this. Sign out, sign in again and pick the other account.

Nearly every recovery question turns out to be 1 of these 2: the wrong account, or the wrong inbox.

When an email never arrived

Receipts and expiry warnings go to the address on your account. If that is an old address, a shared mailbox nobody reads, or one with an aggressive filter, the message was sent and simply did not reach you.

The address is on your profile screen, and it is worth checking before assuming anything was lost.

Or there was nothing to send

An event still showing as a draft was never paid for, so no receipt exists and no charge was made. That accounts for a missing receipt more often than a lost email does, and the dashboard answers it in a glance.

A live event and a completed payment always go together. If the event is live, the receipt exists.

The reminder unsubscribe

There is an unsubscribe for the pre-event reminders, and it applies to your whole account rather than to a single event. Somebody who used it once will not get them for later events either, which surprises people a year later.

It does not cover the expiry warnings before an album is removed. Those are not marketing.

What to send us

The event name and roughly when you created or paid for it, plus which email address you expected to hear from us on. That is enough to find the account without anything sensitive changing hands.

Never send a password or card details. We do not need them and we will not ask.