Use this guide if you have received the account details but cannot sign in. If you have not found the details yet, start with Where can I find the account details after buying?.
Do not confirm successful delivery while a known access problem remains unresolved.
Check the login details
Open the correct purchase and use the latest details supplied for that order. Check the seller's messages for any corrections.
Match the details to the service you are opening: the game or launcher, linked email, or console account. These may have different usernames and passwords. Use the platform and sign-in method stated in the delivery instructions.
Copy the username or email and password exactly. Remove accidental spaces at the beginning or end and preserve the letter case.
Follow the first-login instructions. If a required step is missing or unclear, ask the seller to explain it before continuing.
If the same error remains, stop repeating the attempt and contact the seller.
Contact the seller in the order chat
Name the service where sign-in fails, quote the exact error and say what you have already checked. Ask the seller to verify the details or clarify the instructions. Keep the conversation in the Playhub order chat.
For example: “I cannot sign in to the stated game launcher. It shows ‘incorrect password’. I checked the platform and copied the supplied details without extra spaces. Please check the login details for this order.”
If the seller does not reply or cannot resolve the issue
Use Report on the Purchases page or in the order chat when the option is available. See Purchase statuses for the Report button's availability and the steps for your order status.
If Report is unavailable, or your order is in Acceptance or Finished, contact support directly. Open Contact Us, select Open Chat in the Live Chat card, then Send us a message.
Include your order reference, current status, the service where login fails, the exact error and what you and the seller have already tried. If you attach a screenshot, hide passwords and security codes. See the evidence checklist for more guidance.
Contact support promptly: Acceptance lasts 48 hours (2 days), after which the order automatically becomes Finished if you take no action. See Order Warranty and Disputes for the additional warranty periods by product type. Do not let an unanswered seller message delay reporting the problem to support.