Shoebox Help Center

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Help! I can't log in to my account.

If you are here because you can't log in to your account, don't worry! Your photos will continued to be safely backed up (unless you chose to delete them). You can recover access to your account in several ways outlined below.

If you are trying to log in and receive a notification message that we can't log you in, one of the most common reasons why this happens is when someone miss types their password. Please try carefully typing your email address and password again.

If you continue to receive a message that we can not log you in, it is possible that you are using an incorrect email address and password combination from the one you used when you first created the account.

If you have multiple email addresses and you don't know which you used to create a Shoebox account:

  1. Type ‘Shoebox’ into the search bar of all your email accounts.
  2. Scroll down until you find the 'Welcome To Shoebox' message sent to you at account creation. This will be the correct email address associated with your Shoebox account.
  3. Copy and paste this email address into the Shoebox login screen and enter your password to log into your Shoebox account.

If you this does not work, now that you have the correct email address associated with your account, you can ask for a new password. You can request a password reset code and create a new password for your account using the following instructions:

  1. On any of our app or web app login screens, select ‘Forgot Your Password’.
  2. Enter the email address you used to create your Shoebox account.
  3. Select ‘Send Instructions’.The email containing the reset password link typically arrives within a few minutes. (The link in the email will expire after 48 hours, so be sure to use it as soon as possible or request another reset code). 
  4. When you receive the reset password, click on the reset link provided. Here, you’ll be asked to create a new password. 
  5. Enter your new password and confirm that new password in the boxes prompting you to do so. 
  6. Select ‘Change Password’. You shall receive a confirmation email when you have successfully reset your password. 

You will then be able to use this new password in combination to the email address associated with your account to log in to your Shoebox account.

I did not receive a password reset email. If you were succesful in reseting you password and received the notice 'Instructions sent. Check email' but you do not see the password reset email in your inbox, it's possible that the email is going in to your Spam, Junk , Promotions folder. To find your password reset email:
 
  1. Select the ‘Spam’ or ‘Junk’ or ‘Promotions’ folder in the email account you  used during the password reset in the previous steps.
  2. Type "Shoebox password reset instructions" in your Search Bar and scroll through until you find this email containing your password reset instructions. 
  3. Click on the reset link provided. Here, you’ll be asked to create a new password. 
  4. Enter your new password and confirm that new password in the boxes prompting you to do so. 
  5. Select ‘Change Password’. You shall receive a confirmation email when you have successfully reset your password.

You will then be able to use this new password in combination to the email address associated with your account to log in to your Shoebox account.

If this isn't the issue you are experiencing, please continue to the following steps.

It says ‘too many reset attempts. Please try again later’ - what does this mean? To prevent malicious attacks or someone else from accessing your account, we prevent too many reset attempts all at once. The best thing to do when you receive this message is to wait, come back in an hour and try this reset process again.

If you have tried all these steps to troubleshoot gaining access to your account but are still encountering an issue, it could be an issue with the email address you used to sign up for Shoebox in the first place.

I no longer have access to the email address I used to sign up for Shoebox! If you know the email address you used to sign up for Shoebox with but can no longer access that email address, it's best to get in touch with your email service provider.  They can help verify you and grant you access to your email account. Please follow the suggestions below:

  1. In your web browser Search Bar, type ‘(your email client) help’ and hit ‘Enter’. For example, if your email client is Gmail, you would type ‘Gmail Help’ in your search bar, ‘Yahoo Mail Help’ for Yahoo etc.
  2. Follow the instructions to contact your email provider. Most email providers have recovery protocols set in place for this very thing - they can verify your identity and restore access to your email account. 
  3. Once done, send yourself a password reset email.
  4. Click on the reset link provided. Here, you’ll be asked to create a new password. 
  5. Enter your new password and confirm that new password in the boxes prompting you to do so. 
  6. Select ‘Change Password’. You shall receive a confirmation email when you have successfully reset your password.

You will then be able to use this new password in combination to the email address associated with your account to log in to your Shoebox account.

If this isn't the issue you are experiencing, please continue to the following steps.

There’s a typo in the email address I used when I first signed up for Shoebox. If you suspect that you mistyped your email address when signing up for your account, there’s little we can do as we can not change account information based on email requests. Should you need more information, do contact us.

If you've forgotten your password AND lost access to your email account, we're unable to release the Shoebox account. This includes accounts registered with mistyped email addresses.

To access a Shoebox account you do need either the original login credentials that you set (that is the email address and the password combination that you set), or have access to the email account that was listed as the account email address in order to reset your password. Otherwise we have no way of verifying that you are the true owner of an account and not someone trying to gain access to an account that is not theirs.

We understand this can be incredibly frustrating, but this policy is meant to make sure your Shoebox account is safe and does not fall into the wrong hands, no matter what.