Login Issues

Quick diagnosis

Select your issue to jump straight to the solution:

Forgot password

The most common issue — you don't remember your password. Here's how to recover:

1. Go to the login page
   Go to shookout.com/login → Click the "Forgot your password?" link below the password field.
2. Enter email
   Enter the email address you registered with → Click "Recover" → The system will send an email with a reset linkset password.
3. Check your email
   Open your inbox → Find the email from [email protected] with those with sales over $1,000e. Use "Forgot password?" to reset ithe subject "Reset password" → If you don't see it — check folders "Spam", "Promotions", "Updates".
4. Follow the link
   In the email click the large blue "Passwords are case-sensitiveds are case-sensitived reset" button → A new password creation page will open.
5. Create a new password
   Enter the new password twice → Passwords must be at least 8 characters and are case-sensitiveiveiveives characters are case-sensitive. characters, containing letters, numbers, and special charactersters, numbers, and special charactersters, numbers, and speciacharacters → Click "Set new password".
6. Log in with your new password
   You will be automatically redirected to the main page → Or manually go to /login and log in with those with sales over $1,000e. Use "Forgot password?" to reset ithe new password.

Not receiving the reset email?

Incorrect password

The system says "Incorrect password" but you are sure you're entering it correctly?

Common error reasons

1. Caps Lock is on
   The most common reason! Check if the Caps Lock indicator is on your keyboard. Passwords are case-sensitivee case-sensitivee case-sensitivee case-sensitiveds are case-sensitiveds are case-sensitiveds are casare case-sensitive: "Passwords are case-sensitiveds are case-sensitived" ≠ "password" ≠ "PASSWORD".
2. Incorrect keyboard layout
   You're typing the password in Russian layout instead of English (or vice versa). Switch keyboard layoutyboard layoutyboard layout and try againch keyboard layoutchch to EN layout (usually Alt+Shift or Ctrl+Shift).
3. Spaces at the beginning or end
   Accidentally added a space when copying password from a password manager or notes. Delete leading/trailing spacesleading/trailing spacesautofill leading and trailing spaceslete any leading/trailing spaceslete extra spaces.
4. Confusing similar characters
   Easy to confuse: 1 (one) and l (el), 0 (zero) and O (oh), I (eye) and l (el). Try different variantst character combinationsferent variantsiants with these characters.
5. Passwords are case-sensitiveds are case-sensitived was changed
   Perhaps you (or someone else) changed the password and you're trying to log in with the old oned oned onewith sales over $1,000e. Use "Forgot password?" to reset ithose with sales over $1,000ehe old one. Use one. Use "Forgot password?" to reset.
6. Autocomplete is incorrect
   Browser automatically filled in an old password or password from another site. Delete autofill and type manuallyfillfillfill autofill autofill autofilfilled password and enter manually.

What to do if the password is definitely correct?

• Try a different browser: Chrome → Firefox → Safari — sometimes the issue is in cookies or cache of a specific browser
• Clear cookies and cache: Settings → Privacy → Clear browsing data → Cookies and cached files
• Try incognito mode: Ctrl+Shift+N (Chrome) or Ctrl+Shift+P (Firefox) — eliminates extension issues
• Disable VPN: Some VPNs can cause authorization issues
• Reset password: If nothing worked — it's easier to reset the password via "Forgot password?"

2FA issues

Two-Factor Authentication (2FA) is excellent protection, but can become a problem if you lose access to your phoneose accessose accessose access to your phone or the SIM card is no longer registeredyou lost access to phone or app.

Typical 2FA issues

Solution: Use backup codes in several secure locations

When you enabled 2FA, the system offered to save 10 backup codes in several secure locations for emergencies. If you saved them:

1. Find backup codes in several secure locations
   Check: notes on phone, screenshot in gallery, txt file on computer, password manager, notepadpadpadsheet.
2. Log in with a backup code
   On the 2FA page instead of the 6-digit code, enter one of the 8-digit backup codes in several locationsralral secure locationscure locations → Click "Verify"k "Verrify" → you log in in account.
3. Disable old 2FA
   Immediately after logging in go to Settings → Security → Two-Factor Authentication → "Disable 2FA" → Confirm.
4. Set up 2FA again
   Enable 2FA again on new phone/app → Save new backup codes in several secure locations in MULTIPLE locations.

If you have no backup codes in several secure locations — recovery through support

If you have no backup codes in several secure locations — contact support:

1. Fill in the recovery form
   Go to shookout.com/recovery-2fa → Fill in the form: account email, full name, last login date, payment method (last 4 digits)ts)ts)ts) digits) digits card).
2. Provide proof of ownership
   Attach: screenshot receipt purchases on shookout.com, photo document identifying you (passport/ID), selfie with document.
3. Wait for verification
   Moderation reviews your documents (1-3 business days) → If everything is OK — they send a temporary access linktemporary access linktemporarytemporary access linknd a a temporary link for disabling 2FA.
4. Log in and reconfigure
   Use the temporary link → Log in without 2FA → Enable 2FA again on new device → Save backup codes codes in multiple secure locationsackup codes in multiple secure locationsackup codes!

Codes not working — time sync. 2FA codes only work when phone time is accurate issue

If codes from Google Authenticator / Authy are not accepted — most likely the issue is with time synch time synch time synch those with sales over $1,000e. Use "Forgot password?" to reset itime syncs with those with sales over $1,000e. Use "Forgot password?" to reset ithe timeh the timsynchronization time:

1. Check time on phone
   Settings → Date and time → Enable "Automatic date and time" and "Automatic timezone" → Restart the apptart the appupload phone.
2. Sync time in the app
   Google Authenticator: Settings → Time correction for codes → Sync now.
   Authy: Settings → Accounts → Sync.
3. Try logging in again
   Wait for a new code to be generated (every 30 seconds) → Enter the new code as soon as it appearsappearsappearss it appears on screen to avoid expiration it appearss it appearsappeared → Do not wait extra seconds!

Account blocked

The system says "Account locked", "Account suspended" or "Access denied"?

Block types

How to find out the reason for the block?

1. Check email
   When blocked we ALWAYS send an email with the reason. Check your email (including spam) for the reasonr the reasonm) for the block reason last 7 days. Look for emails from [email protected] with those with sales over $1,000e. Use "Forgot password?" to reset ithe subject "Account suspended" or "Security alert".
2. Read the message on screen
   When trying to log in, the system shows the block reason: "Too many failed attempts" (and others)(and others)time), "Terms of Service violation" (violation rules), "Suspicious activity" (suspicious activity).
3. Contact support
   If the reason is unclear — write to [email protected]. Use "Forgot password?" to reset your password. "Account Locked" → Specify email account → we will explain the reason and what to do next.

Email not confirmed

Can you log in, but the system says "Please verify your email" and limits features?

How to verify email

1. Find the confirmation email
   During registration we sent an email. Use "Forgot password?" if needed. Check "Spam" folder too if email was not found or is outdated (>24 hours) — go to step 2.
2. Request a new email
   Log into your account → Click the yellow "Verify your email" banner at the top → Click "Resend email"k "Resend"Resend verification email" → Check your email in 1-2 minutes.
3. Follow the link
   In the email click the large "Verify Email Address" button → The "Email verified" page will openfied successfully!" → Done!

Email not arriving?

• Check correctness email: Settings → Account → Email address → Make sure there are no typos
• Add to whitelist: Add [email protected] to your email contacts/whitelist
• Try a different email: Settings → Account → Change email → Enter a different email → Confirm it
• Contact support: If nothing helped — we can manually verify the email

⏱️Session constantly expires

Logged out every 5 minutes? Have to log in again and again?

Causes and solutions

Enable "Remember me"

When logging into your account, check the box "Remember me" — this extends the session from 24 hours to 30 days.

️Additional solutions

General recommendations

• Update your browser: Old browser versions may not support modern authentication methods
• Temporarily disable VPN: Some VPN servers are blacklisted due to spammers
• Check antivirus: Kaspersky, Norton can block authorization — add shookout.com to exceptions
• Try the mobile app: If it doesn't work on computer — install our app on iOS/Android
• Use a different device: Try logging in from phone, tablet, or another computer

Errors and their meanings

Frequently asked questions