Find the situation below that matches what you are experiencing and follow the steps provided:
What you experience | What to do |
I forgot my password, or my password is not working | Go to fanvue.com/signin and click "Forgotten password?". Enter your email and follow the reset link. Check your spam folder if the email does not arrive within a few minutes. |
My password reset email is not arriving | Check your spam and junk folder first. If it is not there, try any other email address you may have used to sign up. Still nothing? Contact [email protected]. |
I see the message "This user did not sign up with email and password" | You originally registered using Google or X (Twitter), or any other social media. Go back to the login page and use the Google or X sign-in button instead of entering an email and password. |
My email address shows without a dot (e.g. [email protected] instead of [email protected]) | This is expected behaviour with Gmail accounts - Google does not register dots in email addresses. Your account works normally, and you will still receive all emails. No action needed. |
I see an error saying "This email cannot be used" or I am unable to sign in at all | Check your email inbox - including your spam folder - for a message from the Fanvue team. If your account has been restricted for any reason, our team has contacted you by email. You can also check any previous support chat conversations you have had with us. If you have not received anything and believe this is an error, contact [email protected]. |
"Email is already in use" when I try to create a new account | A Fanvue account already exists with that email address. Use the "Forgotten password?" flow at fanvue.com/signin to recover it. If you believe this is an error, contact [email protected]. |
I can no longer access the email address on my account | Contact [email protected] with any details that confirm account ownership - your display name, username, or any previous subscription details. Note: it is not currently possible to change your registered email address. See the related article Can I change my email address on Fanvue for more details. |
I think my account has been accessed by someone else
If you believe someone has gained access to your account without your permission:
Go to Settings > Account > Password & Security settings and set a new, strong password immediately
If you cannot log in, use "Forgotten password?" at fanvue.com/signin to regain access
Once you are back in, go to Settings > Account Info and select "Log out of all devices and sessions" to end any active sessions you do not recognise
Contact [email protected] if you are still unable to regain access - include your registered email and any details that confirm you are the account owner. Explain your situation, and we will take it from there!
Unrecognised payments?
If you notice any payments you did not make, contact [email protected] with the transaction date, amount, first 6 and last 4 digits of the card charges and your full billing name. Do not raise a chargeback with your bank before speaking to us first!