Technology can be tricky! While you do have a subscription, your account most likely was never set up. When you placed your first order you received an invite to create an account. The email collection for the order is separate from creating an account. Since your account was never verified that is why you are getting an error message. Please look in your inbox or reach out to our team contact@doggygrub.com.au and we can resend the invite to set up your account so that you can access it.