Most log-in problems have one of these causes. Start at the top.
1. You're using a different email than the one you signed up with
You log in with the email address you used when you created your account. It can be different from the email where you get our newsletters and receipts.
| What it's for | Can you sign in with it? | |
|---|---|---|
| Sign-up email | Your username | Yes |
| Contact email | Newsletters, receipts, reset emails | Only if it's the same as your sign-up email |
Not sure which email you used? Search your inboxes for emails from Passionflix, or see I don't know which email I signed up with.
2. You're on the create-account page
If you see a message that the email is already in use, you already have an account. Go to the log-in page instead:
In the app, tap "Log in", not "Sign up".
3. You forgot your password
Reset your password. The link we email you works for 2 hours. If it doesn't arrive, see How do I reset my password?
4. You reset your password but it still doesn't work
See I reset my password but still can't log in.
5. You subscribed through Amazon Prime Video or the Roku Channel
The Passionflix channels on Prime Video and Roku are separate services with their own accounts. Your Amazon or Roku login won't work on passionflix.com, and the reverse. Watch in the Prime Video or Roku app, or see Passionflix on Amazon Prime Video.
6. The web page won't log you in
On a computer, try Chrome or Firefox. Phone and TV browsers aren't supported: use our apps instead.
7. You're signing in on a TV
On most TV apps, you sign in by scanning a QR code with your phone or entering a code at a web address. Follow the steps on the TV screen and make sure you're logged in to the right account on your phone.
Still stuck?
Email support@passionflix.com with:
- the email address you're trying to sign in with (and any other email you might have used)
- the device and app, for example "iPhone app" or "Chrome on Windows"
- the exact error message, or a screenshot
We can only send account details to the email address on the account. Never send us your password.