# How do I fix login issues in the Ostrom app?

Written by Laura  
Updated over 2 weeks ago

## 📧 Wrong email address

Always use the email address you registered with. If you signed up via a comparison platform, an anonymised email address may have been used — try logging in with that address.

If you signed up via a third-party portal and need to switch to your own email address, please contact us via chat or the [contact form](https://ostrom.typeform.com/to/Pchunu31?utm_medium=undefined&utm_source=undefined&utm_campaign=undefined&_gl=1*138fpy0*_gcl_aw*R0NMLjE3NTg3MzA1NzguQ2owS0NRandyYzdHQmhDZkFSSXNBSEdjVzVYRGtSNU9jS2lmd1BjSXFBMDItX0J3eU1velItejlhUW54UnJGQm5sYTV5WjJEWWxaVHlXNGFBdWg1RUFMd193Y0I.*_gcl_au*MTE0MTQzNTg5LjE3NTY3MzAwNDE.*_ga*MTQ4NTI3NzE3My4xNzAxNzcxMTAz*_ga_CPJYYDD54W*czE3NjA5NDgyMzAkbzgyJGcwJHQxNzYwOTQ4MjMwJGo2MCRsMCRoMjEwMjQ5ODQ2MQ..*_fplc*VmdLWjI4WjlwQ1REMVZpUHRuRmlTdGFQWVd2TzNxYjc5ckNOVWJwZzJYN0ppYWo4dFVCQnhtNUthVEx2ZUduZlNMOWRDWEpEc2hRUFl3WUhZNmtKRHJwZG9pamkxWEFWSm1YWjJjMjB3eTNZaSUyQm1BNmxLYkFueVUlMkJDUlpEZyUzRCUzRA..&typeform-source=www.ostrom.de) first so we can add your address to your account.

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## 🔢 Not receiving the 8-digit login code

If you don't receive the login code by email within 15 minutes:

- Check your spam or junk folder

- If your phone number is saved in your account, request the code by SMS instead — enter your email address, tap Next, then tap Forgot password? → Resend code by SMS

- If neither works, contact us via chat or the contact form and we'll verify your account manually

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## 📩 No confirmation email received

If you didn't receive a confirmation email during registration:

- Check your spam or junk folder

- Use the Forgot Password function to trigger a new email and confirm your address is registered

- Make sure you completed all registration steps

- If you originally signed up with Apple or Google login, use that same method to sign in again

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## 🔑 Forgotten password

Enter your email address in the login field and tap **Next**. Then tap **[Forgot Password](https://ostrommobile.page.link/account-password)** — you'll receive an email to set a new password. For security reasons, only you can see your login credentials.

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## 📧 Changed email address

If you recently changed your email address, make sure to log in with your updated address. Request the 8-digit code by email or SMS, then log in and set a new password or Face ID under **More → Account**.