Account & Login Issues

If you're unable to log in, work through these steps in order:

1. Check your email address. Make sure you're entering the exact email address you registered with. Email addresses are case-insensitive but typos are common.
2. Check your password. Passwords are case-sensitive. Make sure Caps Lock is not on.
3. Try a password reset. If you don't remember your password, use the Forgot Password link on the login page.
4. Check for account lockout. After several failed login attempts, your account may be temporarily locked for security. Wait a few minutes and try again.
5. Clear your browser cache. Sometimes a stale cookie or cached session can interfere with login. Try clearing your browser data or using a private/incognito window.

If you've tried all of the above and still can't log in, contact support with the email address associated with your account.

Password reset emails are sent immediately. If you haven't received one:

• Check spam/junk folders. Reset emails are occasionally filtered. Search for "SplitGive" or "password reset" in all folders.
• Verify the email address. Make sure you entered the correct email on the reset page. The reset link is sent only to registered accounts — if the email isn't registered, no email is sent (for security reasons).
• Wait a moment. Email delivery can occasionally take 1–5 minutes depending on your email provider.
• Try again. If more than 5 minutes have passed and you've checked spam, submit the reset request again.

If you still haven't received it, contact support and we can assist with account access verification.

After registering, you should receive a welcome email. If it didn't arrive:

• Check your spam or junk folder.
• The email may have been delayed — wait a few minutes and check again.
• If you registered via an invitation link, the invitation acceptance email may serve as your welcome confirmation.

Note: SplitGive does not currently require email verification to use the platform — you can log in immediately after registering. If you can log in successfully, your account is active regardless of whether you received the welcome email.

This usually means you're logged into a different account than the one linked to your pages or recipient profile.

• Check the email shown in your profile. The email displayed in account settings should match the one you registered with or the one your invitation was sent to.
• You may have multiple accounts. If you registered with a different email address than the one used in your invitation, a new separate account was created. Try logging in with the original invitation email address.
• The invitation hasn't been accepted yet. If you were added as a recipient but haven't clicked the invitation link, the recipient profile may not be linked to your account yet. Check your email for the invitation and follow the link.

If you're unsure which email address to use, contact support and we can help identify the correct account.

While logged in, go to Account Settings (accessible from the navigation menu). From there you can:

• Change your password: Enter your current password and then your new password. The change takes effect immediately.
• Update your email address: Enter a new email address. The change takes effect after you save — future communications and login will use the new address.