# Not able to access our account **URL:** \ **Category:** General Help\ **Created:** [October 26, 2023, 10:58pm UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594 "2023-10-26T22:58:56Z")\ **Posts on this page:** 8\ **Page:** 1
**Author:** ![kimj1](https://avatars.discourse-cdn.com/v4/letter/k/b9e5f3/32.png) [@kimj1](https://community.evolveauthoring.com/u/kimj1)\ **Post date:** [October 26, 2023, 10:58pm UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/1 "2023-10-26T22:58:56Z")
Hi there, We have an error when trying to log into our account and it says our subscription has expired. My understanding is that the info has been updated, but we are still unable to access it (since Monday 23/10 (EST)). We have been trying to get this reinstated, but no luck so far. Can you please confirm if there is an issue with the system or the account? We have deadlines looming and need this reinstated to finalise. Any assistance would be appreciated. Thanks! ---
**Author:** ![Sam\_Cook\_Evolve\_LQA](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.evolveauthoring.com/sam_cook_evolve_lqa/32/902_2.png) [@Sam\_Cook\_Evolve\_LQA](https://community.evolveauthoring.com/u/Sam_Cook_Evolve_LQA)\ **Post date:** [October 30, 2023, 1:05pm UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/2 "2023-10-30T13:05:32Z")
Hi @kimj1 are you still having access problems? If so, can you DM me a link to your instance? Chees-Sam ---
**Author:** ![kimj1](https://avatars.discourse-cdn.com/v4/letter/k/b9e5f3/32.png) [@kimj1](https://community.evolveauthoring.com/u/kimj1)\ **Post date:** [October 30, 2023, 10:01pm UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/3 "2023-10-30T22:01:08Z")
Hi Sam, thanks for contacting me. We’ve been able to log in this morning, so all ok now. A bit stressful to be honest. Thanks again, Kim ---
**Author:** ![hbailey](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.evolveauthoring.com/hbailey/32/603_2.png) [@hbailey](https://community.evolveauthoring.com/u/hbailey)\ **Post date:** [October 31, 2023, 11:05am UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/4 "2023-10-31T11:05:30Z")
Hi there @kimj1 - and welcome to the community. If you have any urgent issue such as not being able to access your accounts, please always contact [support@intellum.com](mailto:support@intellum.com) with your Evolve URL and the problem, as they will respond immediately, whereas in this community it’s more about asking about ideas, best practices and the like. Support will always get the help you need to you quicker as they can investigate accounts and more, right away. I’m sorry to hear it was a stressful experience and hope everything is smooth for you from now on. Best, Helen ---
**Author:** ![Barakat\_Ojo](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.evolveauthoring.com/barakat_ojo/32/1742_2.png) [@Barakat\_Ojo](https://community.evolveauthoring.com/u/Barakat_Ojo)\ **Post date:** [May 17, 2024, 6:55am UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/5 "2024-05-17T06:55:35Z")
I cant sign in to my account and I tried using forgotten password but no email from them what can be done pls have checked my spam mail no message ---
**Author:** ![hbailey](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.evolveauthoring.com/hbailey/32/603_2.png) [@hbailey](https://community.evolveauthoring.com/u/hbailey)\ **Post date:** [May 17, 2024, 8:11am UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/6 "2024-05-17T08:11:22Z")
Hello there, What is the evolve URL you are trying to log into please? Thanks Helen ---
**Author:** ![Barakat\_Ojo](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.evolveauthoring.com/barakat_ojo/32/1742_2.png) [@Barakat\_Ojo](https://community.evolveauthoring.com/u/Barakat_Ojo)\ **Post date:** [May 17, 2024, 8:41am UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/7 "2024-05-17T08:41:14Z")
> **[ASA User Service](https://accounts.asa.org/account/forgot-password?asa-app=evolveme&asa-app-path=%2Fdashboard)** > > ASA User Service ---
**Author:** ![hbailey](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.evolveauthoring.com/hbailey/32/603_2.png) [@hbailey](https://community.evolveauthoring.com/u/hbailey)\ **Post date:** [May 17, 2024, 8:55am UTC](https://community.evolveauthoring.com/t/not-able-to-access-our-account/2594/8 "2024-05-17T08:55:55Z")
Hey, That’s not an Evolve instance you’re trying to log into there. Our accounts are held at an address such as [https://mycompanyname.evolveauthoring.com](https://mycompanyname.evolveauthoring.com) This seems to be a service called “Evolve Me” which is nothing to do with Evolve Authoring Tool, which is what we are. Might I suggest you contact them directly: [About Us](https://evolveme.asa.org/about) Regards, Helen