I can't log in
Password resets, the spam folder, and why changing your password signs you out everywhere — on purpose.
Try this first
- Use the password reset on the sign-in page, with the email address you signed up with. If you have more than one address, try the others — "wrong email" is the quiet cause of half of all reset trouble.
- Check spam, junk, and the Promotions tab for the reset email. Give it a few minutes before requesting another.
- Follow the link in the email and choose a new password. Reset links don't last forever, so use the most recent one.
- Sign in again on your other devices too — see below for why they all logged out.
Why everything signed out at once
When you change your password, every session everywhere is signed out — your phone, the tablet in the kitchen, the library computer you forgot about. That's deliberate. If you changed your password because you were worried someone else had it, this is the moment that actually locks them out. Signing back in on your own devices takes a minute; leaving a stranger's session alive would be unforgivable in an archive full of your family's private memories.
Contributors don't have passwords at all — they use invite links. If a relative "can't log in," first check whether they were ever a member or just need a fresh invite link.
If that didn't work
If the reset email never arrives at any address you own, or the link won't accept a new password, write to [email protected] — from the email address on the account if you can — and a person will get you back in.
Still stuck? [email protected] — a person reads every message.