Account troubleshooting

Most account problems have a quick fix. Find your symptom below. If nothing here helps, email support@undergroundaquarium.com from the email address on your account and describe what you see (the exact error message helps a lot).

"Invalid login credentials"

The email and password don't match an account.

1. Check the email for typos, and make sure it's the address you signed up with.
2. Passwords are case sensitive. Check Caps Lock.
3. If you signed up with Google, you don't have a password. Click Continue with Google instead.
4. Still stuck? Click Forgot your password? on the Log in page to set a new one.

"Email not confirmed"

You registered with email and password but haven't clicked the confirmation link yet.

1. Find the email we sent when you registered and click the link in it.
2. Check your spam or junk folder if you can't find it.
3. Once confirmed, you're signed in and sent on to the site.

See Confirming your email.

My confirmation email never arrived

• Wait a couple of minutes, then check spam, junk and any "Promotions" tab.
• Make sure you typed the address correctly. On the Check your inbox screen, Use a different email lets you go back and register again with the right one.
• If you already had an account with that address, try logging in or using Forgot your password? instead of registering again.
• If you've ever unsubscribed from or marked our emails as spam, email support@undergroundaquarium.com.

I clicked the confirmation link and ended up on the login page

The link didn't work, usually because it was already used or it's too old. The login page doesn't show a message about this.

Try logging in with your email and password. If you get "Email not confirmed", email support@undergroundaquarium.com and we'll help confirm the account.

"This reset link has expired or was already used"

Password reset links work once and don't last forever.

1. Go to Forgot password.
2. Enter your email and click Send reset link.
3. Use the newest email, and open the link on the same device and browser if you can.

The site always says a link is on its way, whether or not an account exists for that email, so make sure you're using your sign-up address. See Signing in and passwords.

"Password must be at least 8 characters." or "Passwords do not match."

These appear on Set a new password and the Password page. The new password needs 8 or more characters, and both boxes must match exactly.

Username problems

Rules depend on where you set it:

Messages you might see:

• "Username can only contain letters, numbers, and underscores, no spaces or other symbols." Remove spaces, dashes, dots, emoji and accented letters.
• "Usernames are 3 to 24 letters, numbers, or underscores. No spaces or symbols." On the Welcome page, keep it between 3 and 24 characters.
• "That username is taken. Try another." Pick a different one.
• An error mentioning "duplicate key" when saving your profile, or a database error when registering, usually means the username is already taken. Try another.

The profile form also notes that you can change your username once every 30 days. See Editing your profile.

"Please confirm you are 18 or older and agree to the Terms and Privacy Policy."

Tick the checkbox on the Create account or Welcome page before continuing. Underground Aquarium is for adults only.

Google sign-in problems

• "That sign-in link didn't work. Try logging in." The Google sign-in didn't complete. Go back to Log in and click Continue with Google again.
• I signed in with Google but never picked a username. New Google accounts go to the Welcome page to choose one. If you left it, sign in with Google again and you'll be taken back there, or set a username with Edit profile on Your profile.
• I have an email/password account and want to use Google. Use Continue with Google with the same Gmail address. If it doesn't sign you into your existing account, email support@undergroundaquarium.com.

See Signing in with Google.

I keep getting sent back to the login page

Pages like Your profile, Notifications, Messages and Account & data need you to be signed in. If your session has ended you're sent to log in, then brought back to the page you wanted.

If it keeps happening right after you log in:

1. Make sure your browser allows cookies for undergroundaquarium.com. We use cookies only to keep you signed in.
2. Turn off private or incognito browsing, or any extension that blocks cookies.
3. Sign out from Your profile, close the tab, and log in again.
4. Try another browser. If that works, clear cookies for our site in the first one.

I log in and see "Account scheduled for deletion"

Your account was deleted and is in the 30-day grace period. Click Cancel deletion & reactivate to restore it, or Sign out to leave it scheduled. See Deleting your account.

My profile photo won't upload

• "Couldn't read that photo. Try a JPG or PNG." Your browser couldn't open the file. This is common with iPhone HEIC photos on browsers that can't read HEIC. Save it as a JPG (or screenshot it) and try again.
• "Upload failed." or another message: check your connection, then try a smaller JPG.
• The photo saves the moment you pick it; you should see Photo saved. There's no separate save button for photos.

My profile page says "not found"

Profiles of deleted and suspended accounts aren't shown. Also, the profile address follows the username, so an old link breaks after a username change. If it's your own account, sign in and open Your profile to find your current link.

I think my account was suspended

Suspended members get an Account suspended notification, and their public profile stops showing. Email support@undergroundaquarium.com from your account email if you think it was a mistake.

I think someone else got into my account

1. Change your password right away on Password (or use Forgot your password? if you can't sign in).
2. If you use Google sign-in, secure your Google account.
3. Check My listings and your messages for anything you didn't post.
4. Email support@undergroundaquarium.com so we can help.

I don't have access to my email anymore

There's no setting to change your account email yourself. Email support@undergroundaquarium.com, tell us your username and the new address, and we'll help verify it's you.

I can't delete my account

• "You own one or more clubs…": transfer ownership or delete the club first.
• Other errors: wait and try again, or email support@undergroundaquarium.com.

See Deleting your account.

I'm not getting notifications or emails

• Bell: check the switches under Choose what you get notified about on Notifications. See Notifications.
• Email: check spam, and see Emails we send. Only some emails can be switched off, and unsubscribing stops all of them.

The site looks out of date or a change didn't save

Refresh the page. For profile edits, make sure you clicked Save (only the photo saves automatically). If something still looks wrong, sign out and back in.

Still stuck?

Email support@undergroundaquarium.com from the address on your account. Include your username, what you were trying to do, the page you were on, and the exact error message. See Contact support.