Why Is My Paid Account Not Recognized Under My Email Address?
If your paid account or membership is not correctly recognized under your provided email address, the issue is likely caused by an error or mismatch in the email address associated with your purchase. Below are the most common reasons and steps to resolve the issue:
Subscriptions and memberships are directly linked to the email address provided during the purchase process. Any discrepancy or error with this email address can result in access issues. Double-checking the email input during purchase is crucial to resolving such problems.
Common Reasons
Different Email Address Used for the Purchase - You may have completed the purchase using a different email address. - Check your inbox and other email accounts for the original receipt to confirm which email address was used.
Mistyped Email Address During Purchase - It is possible there was a typo when entering your email address at the time of purchase. - A minor error in the registered email address can prevent your account from being recognized.
3. Receipts Linked to Different Emails - Your purchase receipt might show a different email address than the one being used to log in. This mismatch can prevent the system from recognizing your paid access.
How to Resolve the Issue
Check Alternate Email Addresses - Try logging in with other email addresses you own to locate your account. - Remember to check all your inboxes for a confirmation email or receipt that indicates which account is associated.
Verify Typographical Errors - Review the email you used during registration to identify any mistakes. - If you suspect a typo, contact our support team to assist you in resolving the email mismatch and recovering access to your account.
Align Receipt and Login Information - Ensure the email address on your receipt matches the one you are using to log in. If a mismatch exists, try logging in with the correct email or contact our support for help.
Contact Financial Institution - Verify with your financial institution that the payment was processed successfully. If payment issues arise, contact support with your transaction details, including the transaction ID and purchase date.
Additional Notes for Specific Scenarios
Advanced Troubleshooting
If the above steps fail to resolve the issue, confirm with your financial institution whether the payment was successfully processed. Additionally, contact OCEG support by providing your receipt or transaction details, such as the transaction ID, purchase date, and email address used.
For users unable to access certain features, such as exam options (e.g., the GRCP exam), the above steps still apply. Ensure you confirm the correct email address or receipt to restore your membership access.