If the login details you received are not working, check the delivery instructions and credentials before making any changes to the account. Many login problems are caused by using the wrong login method, missing a first-login step, or entering the credentials incorrectly.
📋 1. Read the delivery instructions
Open My Orders, select the affected order, and read the seller's delivery instructions before attempting to reset anything.
Depending on the game, the instructions may tell you:
Which website, launcher, or platform to sign in through
Which username or email to use
How to handle the first login
How to receive a verification or 2FA code
Whether an included email account needs to be accessed first
Any other game-specific steps required for the handoff
Follow those instructions in the order provided.
🔑 2. Check the credentials
If the login still fails, double-check exactly what you received.
Copy and paste the username or email and password rather than retyping them. Make sure there are no extra spaces before or after either field and check capitalization or similar-looking characters carefully.
If separate email credentials were provided, make sure you are not confusing the game account login with the email login.
Avoid repeatedly guessing passwords or requesting recovery codes. Too many failed attempts can trigger additional security checks on some platforms.
💬 3. Contact the seller
If the credentials still do not work, contact the seller through the order chat.
Tell them exactly what happens when you try to sign in and include a screenshot of the error message when possible. The seller may need to provide a verification code, correct a credential, explain a game-specific login step, or otherwise assist with the handoff.
Do not confirm delivery while you still cannot access the account.
🚩 4. Report the problem
If the seller does not respond or cannot provide working access, use Report a problem in the order chat.
Include:
The login or platform you are trying to access
The exact error message
A screenshot showing the problem
What you have already tried
Any response you received from the seller
AccountShark Support can then review the order, delivery information, and conversation and determine what needs to happen next.
See How do disputes work? for the full review process.
🔐 Once you can log in
Before you start playing, check that the account matches the listing and then follow the appropriate security steps for that game.
Start with How do I safely use my new account?, along with the game-specific safe usage guide when one is available.