We’re here to help if you’re having trouble signing in. This guide walks you through the most common reasons login might not work, and what you can do to fix it.
Check your login details
Make sure you're using the same email address you used when you signed up.
Double-check for any spelling mistakes or accidental spaces.
If you no longer have access to your email, please contact our customer support team.
Make sure you're checking the correct inbox
After clicking "Go to inbox", your browser may open your default email account. This might not be the same one you signed up with.
Be sure to check the inbox of the email address connected to your Marshmallow policy.
If you haven’t received the login email
Wait at least 2 minutes—sometimes there’s a short delay.
Check your spam or junk folder in case the email was filtered.
Only the most recent sign-in link will work. If you’ve requested multiple, use the last one you received.
Don’t use one device to request the link and another to click it—this can cause issues.
Problems with work or corporate email addresses
Some work email domains (e.g., .gov.uk, .nhs.net, .police.uk) might block our emails. If this applies to you, we recommend using a personal email address instead.
Other things to check
VPN or corporate Wi-Fi: Try switching to a personal Wi-Fi or mobile data connection.
Cookies: Make sure cookies are enabled in your browser settings.