Most login problems come down to one of a handful of things. Find yours below.
I forgot my password
Use the reset link on the login screen:
On the web
If you're using the web app in a browser:
- Go to app.studystream.live and open Log in.
- Click "Forgot Password?" below the password field.
- Enter your email and click "Send Reset Link".
- Open the email and follow the link to set a new password.
On the mobile app (iOS & Android)
If you're using the StudyStream mobile app on your phone:
- On the login screen, tap "Email", then "Forgotten password?" below the password field.
- This opens the same reset flow — enter your email and follow the emailed link.
A few things to know:
- Reset links are valid for 24 hours and can only be used once.
- You can request up to 3 reset emails per 24 hours.
- No email? Check your Spam or Junk folder, and make sure you entered the address you registered with.
- For your security, our team can never tell you your password or send it to you — the reset link is the only way.
New passwords must be at least 8 characters and contain all four of the following: an upper case letter (A-Z), a lower case letter (a-z), a number (0-9) and a special character (e.g. !@#$%^&*).
I signed up with Google, Facebook or Apple
If you registered using a social login, your account has no password — just log in with the same button you used before (Google, Facebook, or Apple).
Not sure which one you used? Try the social login for the email address your StudyStream emails arrive at. Logging in with a social provider that uses the same email address as your account will sign you into that same account.
New social sign-ups may be asked to verify a phone number before completing their profile — that's normal, see: Verifying your phone number.
My verification code never arrived
New accounts need to verify their email with a 6-digit code.
- Check your Spam or Junk folder — verification emails often land there.
- Each code is valid for 15 minutes. If it expired, tap "Resend" to get a new one (up to 3 resends per 24 hours).
- Typo in your email? Use "Change Email" on the verification screen to correct it and get a new code.
- If you see "Please confirm your email address in order to log in", complete this verification first.
Two-factor authentication code
If your account has two-factor authentication, you're asked for a 6-digit code after your password — on the web and in the mobile app. Use the code from your authenticator app, or choose "Use a recovery code" and enter one of the recovery codes you saved when you set it up. If you have neither, start a chat with us at app.studystream.live (no login needed). An older version of the mobile app shows "This account requires two-factor authentication. Please sign in on the StudyStream website." instead of asking for the code — update the app.
"Maximum number of unsuccessful login attempts"
After 10 failed attempts, login is locked for 24 hours. You don't have to wait: resetting your password immediately unlocks your account — use "Forgot Password?" as described above.
My account is deactivated, blocked or deleted
- "Your account has been temporarily deactivated" — if you deactivated it yourself, just log in again; it reactivates automatically. See: Recovering or reactivating your account.
- "Your account has been temporarily locked until you turn 16" — see: Age requirement: why your account was locked.
- "Your account has been deactivated / banned" (by StudyStream) — email our moderation team at webapp.reporting@studystream.live from the email linked to your account.
- "Your account has been deleted" — deleted accounts cannot be recovered or logged into. You're welcome to create a new account.
Think someone else is using your account?
Change your password immediately — on the web: profile picture (top-right) → "Account settings" → "Change password". Devices that are already logged in stay logged in, so log out on every device you use: on the web, profile picture (top-right) → "Log out"; on the mobile app, profile picture (top-left) → "Settings" → "Log out". Then review your Privacy settings (who can message you, who can add you to group chats), and start a chat with us if anything on the account looks changed.
One more registration note: we don't accept disposable or relay email addresses (e.g. duck.com, SimpleLogin aliases). If your account used one and you're locked out, start a chat with us and have a personal email address ready.
"You might have already registered an account" when signing up
This message comes from the browser or device you are using, not from the email address you typed. StudyStream remembers when an account was created from a browser and blocks a second sign-up from that same browser for about 90 days (about one day after you delete your own account). It appears even if the new email has never been used on StudyStream.
-
If you created an account before, log in to that one instead. Use "Forgot Password?" if you don't remember the password, or try the Google, Apple or Facebook button if you signed up that way.
-
If you never created an account and nobody else has signed up from this device, start a chat with us at app.studystream.live or in the StudyStream app (no login needed) and tell us the email address you are trying to use, so we can check and unblock you.
-
Seeing "User already exists" for an address nobody has used? Gmail addresses are matched without dots and "+tags" (and googlemail.com counts as gmail.com), so if that inbox is already on another StudyStream account, a variant of it is refused too — log in to that account instead.
Seeing "User does not exist" on the login page means there is no account under that email address.
"We couldn't confirm you're not a robot"
Signing up runs an invisible bot check. If it fails you'll see "Verification failed. Please try again." or "We couldn't confirm you're not a robot. Please try again. If it keeps happening, disable ad blockers or VPN for this page, or contact support and we'll verify your account another way." It's about the browser and connection, not your country: turn off your VPN or ad blocker for the page, try another browser, and if it keeps failing start a chat with us.
Still stuck?
Start a chat with us at app.studystream.live or in the StudyStream app (no login needed). To help us find the problem quickly, include:
- the email address of your account,
- a screenshot of the error you see,
- your device and browser (or app version), and the country you're logging in from.