Account and login issues

<p>Most account issues come down to one of a handful of things. Try these in order.</p>

<h3>I didn't get my confirmation email</h3>

<p>When you sign up we send a verification email so we know the address is yours.</p>

<ol>

<li><strong>Check your spam/junk folder</strong> — the email comes from <code>no-reply@moonshinestory.com</code>. Gmail sometimes files it under "Promotions."</li>

<li><strong>Wait 2–3 minutes</strong> — most providers deliver instantly but a small fraction take a few minutes.</li>

<li><strong>Check that the email address you signed up with is the one you're checking</strong> — a typo at signup is the most common cause we see.</li>

<li><strong>Try sending it again</strong> — on the signup page, click "Resend confirmation."</li>

</ul>

<p>If nothing shows up after 15 minutes, reach out via chat and we'll verify the account manually.</p>

<h3>I forgot my password</h3>

<p>On the <a href="https://moonshinestory.com/auth/sign-in">sign-in page</a>, click "Forgot password." Enter your email and we'll send a reset link. The link is valid for one hour.</p>

<p>If the reset email doesn't arrive, same checklist as above — check spam, confirm the email is right, try again after a few minutes.</p>

<h3>The password reset link doesn't work</h3>

<p>Reset links expire after one hour and can only be used once. If you clicked the link, opened it, and now it says "expired" or "invalid":</p>

<ol>

<li>Request a new reset link from the sign-in page</li>

<li>Open the new link in the <strong>same browser</strong> you requested it from (some links won't work cross-browser)</li>

<li>Use the link within the hour</li>

</ul>

<p>If you're still stuck, chat with us — we can help reset your password directly.</p>

<h3>I can sign in but I can't see my books</h3>

<p>A few possibilities:</p>

<ul>

<li><strong>You're signed in with a different email</strong> than the one you used to create the books. Check the email shown in the top-right of the page.</li>

<li><strong>You created books as a guest</strong> before signing up — guest books don't carry over to a new account unless you signed up with the same email and on the same device/browser.</li>

<li><strong>The books are still generating</strong> — books in progress show up in your library with a "Generating" status. Refresh after a few minutes.</li>

</ul>

<p>If you're certain you should have books in your library and they're missing, reach out via chat with your email and we'll investigate.</p>

<h3>I want to delete my account</h3>

<p>You can delete your account from <a href="https://moonshinestory.com/account">your account settings</a>. This action is permanent and removes:</p>

<ul>

<li>Your profile and login credentials</li>

<li>All books in your library (digital files and editor data)</li>

<li>Your token balance (unused tokens are not refunded)</li>

<li>Your purchase history</li>

</ul>

<p>Pending or unshipped hardcover orders will still be fulfilled — deletion doesn't cancel an active print order. Email us first if you need to cancel.</p>

<h3>I want to change my email address</h3>

<p>You can update your email from account settings. You'll need to verify the new address before the change takes effect — we'll send a confirmation email to the new address.</p>

<h3>Two-factor / MFA</h3>

<p>We support two-factor authentication via authenticator apps (Google Authenticator, Authy, 1Password, etc.). Enable it from your account security page.</p>

<p>If you've lost access to your authenticator and can't get in, email <a href="mailto:support@moonshinestory.com">support@moonshinestory.com</a> from the address on your account — we can help recover access after verifying your identity.</p>

Updated on: 20/05/2026