Shoebox Help Center

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

Don't worry! You 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.

I can't login.

If you are trying to log in and receive the nofitcation message that "Incorrect password or email. We can not log you in. Check your username and password and try again" you either entereted the wrong email address as your user name or typed in the wrong password.

Section One: If you can't remember your password to Shoebox, you can request a password reset code and create a new password using the email address associated with your account. If it says "We couldn't find an account with that email address", proceed to the section two ‘It says my 'email isn’t found’ when I try to log in and reset my password' below. 

To reset your password via email, send yourself a password reset email using the following steps:

  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.

If this isn't the issue you are experiencing please contiue to one of the steps below.

Section two: It says my email address is "not found'" when I try to log in and reset my password. 

The most common reasons this happens, is if there is a typo in reset form. In which case, please carefully type in your email address again. 

If this doesn't work, it is possible the typo was made when initalliy sigining up for Shoebox. In which case, please see section six 'there’s a typo in the email address I used when I first signed up for Shoebox' below.

Another common reason for email not being found is when someone has multiple emails and registered to Shoebox with one and then tries to log in to the app with another. 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 this isn't the issue you are experiencing, please continue to the following step.

Section three: 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.

Section four: 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.

Section five: 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.

Section six: There’s a typo in the email address I used when I first signed up for Shoebox.  

If 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.