If you receive a message that says your email address/password isn't recognized, please follow the steps below: Make sure you are using the same email address and password you are registered with. If you can't remember your password click on the 'forgotten password' link on the log in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account. If you are still having trouble logging in, please email our customer care team and provide as much information as possible including screen shots of any online error messages at hello@monoskincare.com and we will be happy to help.