# I have problems logging in. What should I do?

But no worries, let's help you get back into Henull!

{% hint style="info" %} <mark style="color:green;">Be sure that you have not picked up any spaces as you are copying your login details. Or clear your cache and try again.</mark>
{% endhint %}

**First,** check that you are using the correct email. If you have various emails, you might be using the wrong one.

### Request a password reset

If you have the right email but still can't log in, you can request a password reset [here](https://www.henull.com/auth/login). Enter your email, and you'll get instructions that explain how to create a new password.

<figure><img src="https://3496791815-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgvHqObzeqoHgx8fXL9LC%2Fuploads%2FqYxZLnbYLMX61GN7vOM6%2Fimage.png?alt=media&#x26;token=cfef90be-61ff-4351-8480-250d37f746a7" alt=""><figcaption></figcaption></figure>

Please check your spam filters to ensure emails from this site get through. Emails from this site are sent from <no-reply@henull.com>

<figure><img src="https://3496791815-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgvHqObzeqoHgx8fXL9LC%2Fuploads%2FEGutCaIkbADmItrb1EFQ%2FScreenshot_8.png?alt=media&#x26;token=e94836f9-4789-43b0-b615-ceeeed6f2b45" alt=""><figcaption></figcaption></figure>

{% hint style="info" %} <mark style="color:green;">If you have not received an email in that time frame, please remember to also check your junk or spam mail folders as well.</mark>
{% endhint %}

If you've tried to reset your password and still have trouble, [reach out to us](https://help.henull.com/about-us/about-us#contact-us). We're happy to help resolve the issue.

### Change my password

After login goes to the Store area then at the top right corner there is a drop-down option, click on it, select [Change Password](https://www.henull.com/account) option. After that enter new password then confirm password and Save.

<figure><img src="https://3496791815-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgvHqObzeqoHgx8fXL9LC%2Fuploads%2FllCulApZstmS2DmGfk9r%2Fimage.png?alt=media&#x26;token=4e17f8a7-74da-46eb-9360-b27f92561720" alt=""><figcaption></figcaption></figure>

{% hint style="info" %} <mark style="color:green;">Passwords with more than 8 characters include numbers, letters, and special characters.</mark>
{% endhint %}

### Unable to Login

In some cases, you may get an error message like below, you can click on each issue to see how to fix it.

* TypeError: [Cannot read property 'data' of undefined](https://help.henull.com/support-center/typeerror/typeerror-cannot-read-property-data-of-undefined)
* Your email has not been confirmed. [Here's how](https://help.henull.com/my-account/how-do-i-confirm-my-henull-account).

<figure><img src="https://3496791815-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgvHqObzeqoHgx8fXL9LC%2Fuploads%2FVlDgI6r5eZya85Fn2L6z%2Fimage.png?alt=media&#x26;token=7350b2ee-5345-4b8f-8bb0-d8858b28d18d" alt=""><figcaption><p>If you are a new user, please check your inbox/spam box for <a href="https://help.henull.com/my-account/how-do-i-confirm-my-henull-account">confirmation email</a> first.</p></figcaption></figure>

### If I've lost my login email

If you don’t remember the email address used at registration, send us a message at <support@henull.com> or Livechat. Pleae note that the message must contain your name and at least one order ID you have previously added to your account.

### Why is my account not found/locked?

If you receive the notification: "Email account not found or has been blocked." Here are some possible scenarios:

<figure><img src="https://3496791815-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgvHqObzeqoHgx8fXL9LC%2Fuploads%2FoiVsX4IJ2pRczntWETAz%2Fblock.png?alt=media&#x26;token=35b74cd9-1977-4022-9158-fc5b8f1b862c" alt=""><figcaption></figcaption></figure>

#### You are entering or using the wrong email

* Please check and make sure you have entered your correct email.
* It's possible that you are using an email that hasn't been registered, please contact us for assistance.

#### Your account is banned

If a customer opens a dispute/chargeback with the payment gateway without giving sufficient opportunity to us for assistance, it is considered an unethical and provocative practice.

If you violate this provision, you will be subject to the following actions:

* Your account will immediately be terminated without notice.
* You will lose all access to your account and databases and will have no opportunity to retrieve any data.
* You will be financially responsible for any damages incurred to the your account as a result of your violation of our policy.
* You will be reported to all of our partners. We will stop providing all of our services to you in the future.

{% hint style="danger" %} <mark style="color:red;">Customer's access to our support team and all licenses would be terminated permanently, and the customer would be blacklisted.</mark>
{% endhint %}

We advise you to contact us if you encounter any issues with your order. We're happy to help.

#### Your account is locked

We ban accounts if we believe the account activity violates our Policies. We may modify, suspend, or terminate your access to or use of our Services anytime for any reason, such as if you violate the letter or spirit of our Terms or create harm, risk, or possible legal exposure for us, our users, or others.

{% hint style="warning" %} <mark style="color:orange;">Buying and refunding the majority of your purchases is against our guidelines and Customers found in violation are subject to account limitations or termination.</mark>
{% endhint %}

Although we hope you remain a Henull user, we may also disable or delete your account if it does not become active after account registration or if it remains inactive for an extended period of time.

Think your account was locked or banned by mistake? Let us know so we can help.
