# My entire account seems to have vanished

**URL:** <https://discourse.shapr3d.com/t/my-entire-account-seems-to-have-vanished/27006>\
**Category:** Modeling Questions\
**Created:** [July 27, 2023, 8:53am UTC](https://discourse.shapr3d.com/t/my-entire-account-seems-to-have-vanished/27006 "2023-07-27T08:53:11Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![Demloc](https://avatars.discourse-cdn.com/v4/letter/d/9dc877/32.png) [@Demloc](https://discourse.shapr3d.com/u/Demloc)\
**Post date:** [July 27, 2023, 8:53am UTC](https://discourse.shapr3d.com/t/my-entire-account-seems-to-have-vanished/27006/1 "2023-07-27T08:53:11Z")

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I had been using a student license on Shapr3D on my iPad since last year. Everything worked fine on my device.

Today, I tried to connect to the app, through my device, and instead of connecting automatically to my account and to the menu page, it redirecte dme to a connection page.  
Here, I tried to connect using my email and password, and it told me “wrong password” despite being sure of it.  
I tried to reset my password then, but it did not work, as not a single email landed in my inbox.

On the forum, I learned that my email is not linked to an account, seemingly.  
So I am talking from a “new” account created from the email of my previous one.

The thing is, I lost access to ALL OF MY PREVIOUS FILES. This obviously is causing me much trouble at the moment.  
If someone has any idea of what happened/how to solve it, please do share it.

Best regards.

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<div class="post-metadata">

**Author:** ![Rita](https://avatars.discourse-cdn.com/v4/letter/r/58956e/32.png) [@Rita](https://discourse.shapr3d.com/u/Rita)\
**Post date:** [July 27, 2023, 11:06am UTC](https://discourse.shapr3d.com/t/my-entire-account-seems-to-have-vanished/27006/2 "2023-07-27T11:06:11Z")

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Hi! I located your Shapr3D license under the email address you registered here on the Forum. Can you please try to log in? You can ask for a password reset email from [here](https://account.shapr3d.com/#/password-reset) if needed. In case this doesn’t solve your case, please open a [support ticket](https://support.shapr3d.com/hc/en-us/requests/new). Thanks!

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**Author:** ![Demloc](https://avatars.discourse-cdn.com/v4/letter/d/9dc877/32.png) [@Demloc](https://discourse.shapr3d.com/u/Demloc)\
**Post date:** [July 27, 2023, 11:52am UTC](https://discourse.shapr3d.com/t/my-entire-account-seems-to-have-vanished/27006/3 "2023-07-27T11:52:34Z")

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Hello,

Somehow my password seems to be working now, so I managed to retrieve my  
account  
Nonetheless, despite numerous tries at recovering my password, I still  
have not received a single password reinitialization email since I tried  
to do so (30 hours since I first requested a password reset). I am glad  
that my password works once again, but the issue with the password reset  
abides.

Best regards