Troubleshooting: Login Issues

If you're having trouble logging in, try working through the checklist below before contacting support. Most login issues can be resolved in just a few steps.

Login Troubleshooting Checklist:

1. Verify you are using the exact email address you purchased with — even small differences like a typo, extra space, or capitalization mismatch can cause an "Access Not Active" error.
2. Try logging in using a different browser (e.g., switch from Chrome to Firefox, or try an incognito/private window).
3. Clear your browser cache and cookies, then try again.
4. Perform a hard refresh: Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac.
5. If you're stuck in a loading loop, click the logout button in the top right corner, then log back in. If you can't reach the logout button, clear your browser data for app.empirebydesign.ai and try again.
6. Make sure your internet connection is stable and that no VPN or firewall is blocking the site.

Common Error Messages:

• "Access Not Active" — This means the email you're logging in with doesn't exactly match what's in our system. Double-check your purchase email for typos, extra spaces, or capitalization differences.
• Button not responding after login — Perform a hard refresh (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac). If that doesn't work, clear your browser cache and try again.
• Stuck in a loading loop — Log out using the button in the top right, then log back in. If you can't access the logout button, clear your browser data for app.empirebydesign.ai and retry.

"I purchased but it says I don't have access"

If you've just completed your purchase and are seeing an "Access Not Active" message, it's likely that your account hasn't been set up yet. Your purchase grants you access, but you still need to create an account to log in.

• Head to the login page and click Sign Up using the exact same email address you purchased with.
• Once you've created your account, the system will recognize your purchase and let you right in.

Still can't log in? If you've worked through every step above and you're still locked out, contact our support team via the chat button below. Please include the email address you purchased with and a brief description of what's happening. We send you a direct invitation link to get your account set up or manually verify your account and send you a password reset link to get you back in.

Updated on: 30/04/2026