How do I reset my access?
Update your ZOE app to the latest version from your app store and make sure you have a strong internet connection. The app can return to the login page on a weak signal.
On the login page, select 'Forgot Password' and reset your password (8 characters minimum).
Use the most recent reset link. Older links expire, so check the 'sent by' date and time.
If the email hasn't arrived, check your junk folder.
Log in to ZOE again.
Still can't get in? Contact us using the details at the bottom of this article.
I'm signed in but can't see my order or subscription?
Your order hasn't disappeared. The most common cause is being signed in to a different account from the one you bought with. ZOE treats each sign-in method as its own account if the emails don't match exactly.
Go to Order History in your membership portal. Your signed-in email is shown at the top of the page.
Compare it with the email on your order confirmation or payment receipt. If they differ, you're in the wrong account.
Log out, then sign in the same way you did when you bought: email and password (don't use the Apple or Google buttons), the same Google account, or Continue with Apple again.
If you chose Hide My Email with Apple, your order is linked to a private address ending in @privaterelay.appleid.com, not your usual email. Sign in with Continue with Apple, or find the address under Sign in with Apple in your Apple device settings. If you might have used a different email, search your inboxes for your order confirmation: the address that received it is the one linked to your order.
Which details need our support team to change?
Email address. We update these manually to protect your account, because your email is your account identifier. Include your current email, your new email and your full postal/shipping address so we can verify you.
Delivery address, if you're having trouble updating it yourself.
Changes to a kit order before it arrives. If your order is already in preparation, it will still be delivered to the original address.
How to contact us?
Email [email protected] or use in-app chat. If you can't see your order, include your full name, any other email addresses you might have used, and your order number (it starts with SB) or a screenshot of your membership portal.