If you would like to reset your password, please follow the steps outlined below.
Accessing your ZOE account is essential for managing your subscription and using ZOE services effectively. If you're experiencing login issues, this guide will help you resolve them.
Go to the login page and click ‘Forgot your password?’ to request a password reset email.
If you don’t see the password reset email:
Check in your junk or spam folders.
Double-check if you signed up using Apple Private Relay, as this will have created an Apple Private Relay email address, separate to your actual email.
If you're using a custom, corporate, or work email domain (e.g., a company email or a personal domain like [email protected]), system-generated emails may be blocked by your mail server or IT firewall. We recommend trying a mainstream email provider like Gmail or Outlook instead.
If you requested a reset email but the link isn't working, it may have expired — links are only valid for a short time. Return to the login page and request a fresh reset email, then use the new link straight away.
If you use Gmail: Reset emails often land in the Promotions, Updates, or All Mail tabs rather than your main inbox or spam folder. Open each of those tabs and look for the most recent email from ZOE, checking the time and date to make sure you have the latest one.
Ensure your new password is at least 8 characters long. If you’re using autofill, disable it and type your credentials manually to avoid any potential issues. Additionally, always manually type your password rather than relying on browser autofill features to minimise errors. Keeping your account recovery email secure and accessible is also recommended.
If you have followed these steps and still cannot access your account:
Please reach out to our Support Team at [email protected] or via the in app live chat.
When you reach out, please take a screenshot of your login page immediately after attempting to log in and send it to us — this helps our team identify the issue faster. Also include your postcode and order number (starting with 'SB') so we can locate your account.
If your membership is inactive or has expired, the system may not send password reset emails to that account. Please contact us so we can verify your account status and help you regain access.
To rule out app-related issues, ensure your ZOE app is updated to the latest version before attempting to log in again.