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Login Issues — Help Center shookout
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Help Center › Technical Support › Login Issues

Login Issues

Can't log in to your account? Forgot your password? Problem with 2FA? Find the solution below.

Quick diagnosis

Select your issue to jump straight to the solution:

Forgot password
~5 minutes
Common
Don't remember your password — need to reset it via email.
  • Reset via email link
  • Check spam folder
Incorrect password
~2 minutes
Common
System says "Incorrect password" but you're sure you're entering it correctly.
  • Check Caps Lock and layout
  • Try incognito mode
2FA not working
~10 minutes
Critical
Lost phone, codes not accepted, or SMS not arriving.
  • Use backup codes
  • Sync phone time
  • Contact support
Account blocked
Requires support
Critical
System says "Account locked" or "Account suspended".
  • Temporary lock — wait 30 min
  • Permanent — contact support
Email not confirmed
~3 minutes
Moderate
Logged in, but platform requires email confirmation to use features.
  • Resend confirmation email
  • Check spam folder
Constantly logged out
~2 minutes
Common
Session keeps expiring, have to log in every time.
  • Enable "Remember me"
  • Check cookie settings

Forgot password

Use the Forgot your password? link on the sign-in page to receive a reset link by email.

  1. Go to the sign-in page
    Open shookout.com/login and click Forgot your password? below the password field.
  2. Enter your email
    Enter the email address you registered with and click Recover Password. A reset link will be sent to that address.
  3. Check your inbox
    Find the email from noreply@shookout.com. If you don't see it, check Spam, Promotions, and Updates folders.
  4. Click the reset link
    Click the button in the email to open the password reset page. The link is valid for 24 hours.
  5. Set a new password
    Enter your new password twice (minimum 8 characters, case-sensitive) and click Save.

The reset link expires after 24 hours. If it no longer works, return to the sign-in page and request a new one.

Reset email not arriving?

Check all folders
The email may land in Spam, Promotions, Updates, or Social. Search for "noreply@shookout.com" or "password reset" across all folders.
Wait a few minutes
Email delivery can take 2–5 minutes. Don't request multiple resets in quick succession — this triggers rate limiting.
Check the address
Make sure you entered the exact email you registered with. Try any alternative email addresses you may have used.
Add to contacts
Add noreply@shookout.com to your email contacts and try again — this prevents future emails from being filtered.

If the email still hasn't arrived after 10 minutes: contact support and we will help you regain access.

Incorrect password

The system says "Incorrect password" but you're confident you're typing it correctly? Work through the common causes below.

  1. Check Caps Lock
    Passwords are case-sensitive. "Password" ≠ "password" ≠ "PASSWORD". Check the Caps Lock indicator on your keyboard.
  2. Check your keyboard layout
    If your keyboard is set to a non-English layout, the characters typed will differ. Switch to English (usually Alt+Shift or Ctrl+Shift) and try again.
  3. Check for leading or trailing spaces
    If you copied the password from a notes app or password manager, an invisible space may have been included. Delete and retype the password manually.
  4. Watch for similar-looking characters
    Easy to mix up: 1 (one) and l (lowercase L), 0 (zero) and O (letter), I (capital i) and l (lowercase L). Try different combinations.
  5. Check browser autocomplete
    Your browser may have autofilled an old or wrong password. Clear the field completely and type the password manually.

Tip: Click the eye icon in the password field to make the text visible while typing — it makes spotting mistakes much easier.

Still not working?

  • Try incognito mode: Ctrl+Shift+N (Chrome) / Ctrl+Shift+P (Firefox) — rules out extension and cache issues
  • Try a different browser: If it works in another browser, the issue is browser-specific
  • Clear cookies and cache: Settings → Privacy → Clear browsing data
  • Disable VPN: Some VPN exits trigger security checks at login
  • Reset your password: If nothing works, reset via Forgot your password?

2FA issues

Two-Factor Authentication adds a critical security layer, but can lock you out if you lose access to your device. Here are the most common situations and how to resolve them.

Situation 1 — Codes not being accepted

If the app is generating codes but the system rejects them, the most common cause is a time sync issue. TOTP codes are time-based and only valid for 30 seconds — if your phone clock is off, codes will be incorrect.

  1. Enable automatic time on your phone
    Settings → Date & Time → enable Automatic date and time and Automatic timezone.
  2. Sync time inside the authenticator app
    Google Authenticator: Settings → Time correction for codes → Sync now.
    Authy: Settings → Accounts → Sync.
  3. Enter the code promptly
    Enter the code in the first 10–15 seconds after it generates — don't wait until the last few seconds before it refreshes.

Situation 2 — Lost phone or deleted authenticator app

Use your backup codes. When you set up 2FA, 10 single-use backup codes were generated. If you saved them:

  1. Find your backup codes
    Check: your password manager, a saved text file, a printed copy, or a screenshot you took during 2FA setup.
  2. Enter a backup code at the 2FA prompt
    At the 2FA step, click Use backup code and enter one of your saved codes. Each code is single-use.
  3. Reconfigure 2FA once logged in
    Go to My Account → Password & 2FA, disable the old 2FA, then set it up again on your new device and save fresh backup codes.

No backup codes? Contact support via the Help Desk. You will need to provide account information to verify ownership. The review process typically takes 24–48 hours.

Situation 3 — SMS codes not arriving

  • Check your mobile signal — SMS requires a network connection
  • Wait 2–5 minutes — carrier delays are common
  • Make sure the phone number linked to your account is current
  • If SMS consistently fails, switch to an authenticator app in My Account → Password & 2FA

Use Authy or Microsoft Authenticator — both support encrypted cloud backup, so you don't lose access if you reset or lose your phone.

Account blocked

Seeing "Account locked", "Account suspended", or "Access denied"? The type of block determines what to do next.

Temporary lock (5–30 minutes)
Cause: Too many failed login attempts.
Solution: Wait 30 minutes, then try again. Or reset your password via "Forgot your password?".
Suspicious activity (24 hours)
Cause: Login from a new country or device, unusual behaviour detected.
Solution: Check your email for a "This was me" confirmation link. Or wait 24 hours.
Policy violation (permanent)
Cause: Spam, fraud, piracy, repeated policy violations.
Solution: Contact support to appeal. Explain your situation — the team reviews every appeal individually.
Payment dispute
Cause: Chargeback or disputed transaction associated with your account.
Solution: Contact support with your order details to resolve the billing issue.

Important: Creating a new account to bypass a block is prohibited and will result in all associated accounts being permanently banned. Always resolve issues through your existing account and support.

Email not confirmed

You can log in, but the platform is showing a "Verify your email" banner and restricting features? Here's how to confirm your email address.

  1. Click the banner
    Click the yellow Verify your email banner at the top of the page and select Resend verification email.
  2. Check your inbox
    Look for an email from noreply@shookout.com. Check Spam and Promotions if you don't see it in the inbox.
  3. Click Confirm Email
    Click the confirmation button in the email. You'll be redirected to shookout with a confirmation message.

Email still not arriving?

  • Check the email on your account: My Account → Overview — make sure there are no typos
  • Add to contacts: Add noreply@shookout.com to your email contacts and try again
  • Change to a different email: My Account → Overview → Email Address → Change
  • Contact support: If nothing works, we can manually verify your email

ℹ️ Why email confirmation is required: Without a confirmed email you cannot purchase products, become a seller, change your password, or enable 2FA. It also protects your account — a confirmed email is needed for password recovery.

Constantly being logged out

Being logged out every visit or after a short time? This is almost always a cookie issue.

Cookies blocked or disabled
Fix: Browser Settings → Privacy → Cookies → allow cookies for shookout.com. Disable cookie-blocking extensions (Ghostery, Privacy Badger) for shookout.
Incognito or private mode
Fix: Cookies are deleted when the incognito window closes. Use a normal browser window and enable "Remember me" at login.
Auto-clear on browser close
Fix: Settings → Privacy → disable "Clear cookies and site data when you close all windows".
Ad or privacy blocker extension
Fix: Add shookout.com to the allowlist of your blocker (uBlock Origin, AdBlock, etc.) so session cookies are not intercepted.

Tip: Check the Remember me box at login — this extends your session from 24 hours to 30 days. Only use this on personal devices, never on shared or public computers.

Error messages explained

"Too many requests" — Too many login attempts in a short period. Wait 15–30 minutes before trying again.
"Invalid credentials" — Incorrect email or password. Check your keyboard layout, Caps Lock, and for extra spaces.
"Account not found" — No account exists with this email. Check for typos or try a different email address you may have used to register.
"Email not verified" — Your email address has not been confirmed. Check your inbox for the confirmation email or request a new one.
"Session expired" — Your login session has timed out. Sign in again and enable "Remember me" to extend the session.
"Service temporarily unavailable" — The platform is undergoing maintenance. Wait 10–30 minutes and try again.

Frequently Asked Questions

Why am I being asked to log in when I'm already logged in?

Possible causes: you opened the site in incognito mode, cookies were cleared by your browser, your session expired (24 hours without "Remember me"), or you logged in from a different device and sessions were refreshed. Log in again and check the Remember me box.

What if my account was hacked?

Act immediately: (1) Reset your password via Forgot your password?. (2) Go to My Account → Devices and click End all sessions to log out all unknown devices. (3) Enable 2FA. (4) Check your linked payment methods. (5) Contact support — we can freeze the account and help you secure it.

Can I log in on multiple devices at the same time?

Yes — there is no device limit. You can be logged in on a computer, phone, and tablet simultaneously. To sign out all other sessions, go to My Account → Devices → End all sessions.

Why is a CAPTCHA appearing on the login page?

CAPTCHA appears after multiple failed attempts, when logging in via VPN or proxy, or when unusual activity is detected. Complete it and your login will proceed normally.

How do I change my login email?

Go to My Account → Overview → Email Address → Change. Enter your new email, confirm with your current password, and click the confirmation link sent to the new address.

I forgot which email I used to register. What can I do?

Try each email address you have on the "Forgot your password?" page — if a matching account exists, a reset link will be sent. If none work, contact support with any account details you remember (username, date of registration, last purchase).

Is it safe to use "Remember me"?

Yes, on a personal device — we use encrypted long-term tokens. Never use "Remember me" on shared or public computers (library, office, internet café). Always sign out when finished on a shared device.

I forgot both my email and password. Can I still recover my account?

Yes, but it requires manual review by the support team. Contact support with as much account information as you can provide — your username, approximate registration date, or any purchase receipts. The team will verify your ownership and assist with recovery.

Still can't log in?

Open a support ticket and our team will help you recover access.

Contact Support

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