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I have logged into my membership portal, but I can't see my subscriptions

Why your ZOE subscription isn't appearing when logged in, is generally caused by using a duplicate or different email

If you’ve logged into your membership portal and your subscription isn't showing up, don't worry your subscription hasn't disappeared!

In almost every case, this happens because you are currently logged into a duplicate or alternative account rather than the account linked to your active subscription.

Here are the most common reasons this happens and how to get back into the right account.

1. You Logged In Using the Wrong Login Method

If you originally signed up with a standard Email and Password, but later click "Continue with Google" or "Continue with Apple", our system may view these as two separate accounts.

  • What happened: Social sign-ins (Google/Apple) often use specific email formats or unique tokens. If the email attached to your Google or Apple account doesn't exact match your original registration email, a new, blank profile is created.

  • How to fix it:

    1. Log out of the current membership portal session.

    2. Log back in manually typing your Email Address and Password instead of using the single-click social buttons.

2. You Used "Sign in with Apple" (Apple Private Relay)

When signing up using "Continue with Apple", Apple offers an option called Hide My Email. If you selected this, Apple generated a randomised, masked email address ending in @privaterelay.appleid.com to forward emails to you.

  • What happened: Your subscription is attached to that randomized @privaterelay.appleid.com address. If you later try to log in using your real email address, you will end up in a duplicate, empty account.

  • How to fix it: Log out and log in using "Continue with Apple", or locate your Apple Private Relay email using the below steps.

How to Check Your Apple Private Relay Email

If you aren't sure which hidden email Apple generated for your account, you can find it on your Apple device:

On iPhone / iPad:

  1. Open your Settings app.

  2. Tap your Name / Apple ID at the top.

  3. Tap Sign-In & Security (or Password & Security).

  4. Tap Sign in with Apple.

  5. Select our app/service from the list.

  6. Look under "This App Received"—you will see the custom @privaterelay.appleid.com email address created for your account.

On a Mac:

  1. Go to System Settings > click your Apple ID at the top.

  2. Click Sign-In & Security > Sign in with Apple.

  3. Select our app/service to view the relay email address.

3. You Have a Duplicate Account Under a Different Email

It’s easy to accidentally create more than one account if you have multiple personal or work email addresses, or if a typo occurred during the initial sign-up process.

  • How to fix it:

    • Search your email inboxes (including work, personal, or alternative emails) for your original payment receipt or welcome email.

    • Check which email address received that original receipt - that is the exact email address tied to your active subscription.

Quick Troubleshooting Checklist

If you’re still stuck, try this sequence:

  1. Log out of the current account.

  2. Check your purchase receipt to confirm which email address was charged.

  3. Try logging in using Email + Password rather than social shortcuts.

  4. If you used Apple ID, make sure to click Continue with Apple.

Still Need Help?

If you’ve tried the steps above and still can’t locate your subscription, please contact us via email or the in app chat with:

  • Your full name.

  • Any alternate email addresses you might have used.

  • A screenshot of your order confirmation or payment receipt (showing the charge date and amount) or your order number which will start with SB.

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