Account Issues

Troubleshooting login, password, and account problems

Can't Log In

Forgot Your Password

The password reset flow uses a 6-digit code sent to your email — not a clickable link. This works reliably with email aliases (DuckDuckGo, Apple Hide My Email, Fastmail Masked Emails, etc.) because you type the code into the app rather than clicking a URL that might be rewritten by your forwarder.

  1. Go to the login page and click Forgot Password (or visit /forgot-password directly)
  2. Enter the email address on your account and click Send Reset Code
  3. Open the email from Coffeescribe — it contains a 6-digit code (e.g. 123456). Check your spam/promotions folder if you don't see it within a minute.
  4. Type the 6 digits into the Reset Code field and click Verify Code
  5. Set your new password (minimum 6 characters) and confirm it
  6. You'll be redirected to the login page to sign in with your new password

Resending a code: After you request a code, the Resend code button is locked for 30 seconds (a small countdown is shown — Resend code in 27s). When the cooldown ends, click Resend code to send a fresh one. Each new code invalidates the previous one — only the most recent code in your inbox will work.

Wrong email? Click Use a different email at the bottom of the code-entry screen to start over with a different address.

Code says invalid or expired:

  • Codes expire 1 hour after they're sent. If your last code is older than that, request a new one.
  • Make sure you're typing the code from the most recent email — older codes are invalidated when you resend.
  • Check that there are no extra spaces. The field accepts digits only and ignores anything else.
  • If you've requested several codes in quick succession, wait a minute or two before trying again — Supabase rate-limits rapid requests.

Email not arriving:

  • Wait 1-2 minutes — delivery is usually fast but can occasionally take a moment.
  • Check your spam, promotions, or "all mail" folder. Add noreply@coffeescribe.ai to your safe senders list.
  • Confirm you're using the exact email on your account. If you signed up with an alias, use the alias, not the underlying address.
  • If you signed up with Google or GitHub OAuth, you don't have a password — see "OAuth Login Issues" below instead.
  • Try Resend code once the 30-second cooldown ends.
  • If nothing arrives after 5 minutes and a couple of resend attempts, use the in-app feedback button to report it.

OAuth Login Issues (Google/GitHub)

If you signed up with Google or GitHub and can't log in:

  • Make sure you're clicking the correct OAuth provider (Google vs GitHub)
  • Check that you're using the same Google/GitHub account you originally signed up with
  • Try clearing your browser cache and cookies, then log in again
  • If you've changed your Google/GitHub email, the login may fail — contact support

"Invalid Credentials" Error

  • Double-check your email address for typos
  • Make sure Caps Lock is not on
  • Try resetting your password

Account Access

Viewing Your Subscription Status

Go to Settings to see:

  • Your current tier (Free, Pro, or Creator)
  • Billing period and renewal date
  • Token balance (paid tiers)

Changing Your Email

Your email is managed through your authentication provider:

  • Email/password accounts: Contact support to change your email
  • Google/GitHub accounts: Your email is tied to your OAuth provider

Updating Your Display Name

  1. Go to Settings
  2. Edit your display name
  3. Save changes
  4. Your new name appears on all your scribes and in exports

Deleting Scribes

Pro and Creator users can delete any of their scribes from the scribe settings menu or the Library.

Free tier users can delete scribes that are generating, errored, or incomplete. Completed scribes cannot be deleted on the Free tier — the delete option will be greyed out with a Pro badge. Upgrade to Pro to unlock full library management.

Exporting Your Data

Before deleting your account (or at any time), you can download a copy of all your data:

  1. Go to Settings
  2. Scroll to the Data & Privacy section (between Legal & Policies and Danger Zone)
  3. Click Export Data
  4. A ZIP file downloads containing your profile, scribes (with metadata), highlights, and notes

This feature is available to all tiers and can be used once every 30 days. The account deletion modal also reminds you to export your data before proceeding.

Deleting Your Account

You can delete your account from your Settings page (scroll to the Danger Zone section). We recommend exporting your data first from the Data & Privacy section above. The deletion process requires you to confirm your identity and acknowledge what will happen:

  1. Click Delete Account in your Settings
  2. Review what will be deleted — public scribes, private scribes, subscription status
  3. Enter your current password to confirm (required for all account types)
  4. Confirm the final deletion prompt

What happens when you delete:

  • Public scribes will be re-attributed to "Deleted User" and remain in the library
  • Private scribes will be permanently deleted
  • Active subscriptions will be cancelled immediately with Paddle — no refund for remaining billing time
  • Personal data (email, profile, settings, highlights, notes) will be permanently deleted
  • This action cannot be undone

If your Paddle subscription fails to cancel during deletion, the process will stop to protect you from being charged for an account that no longer exists. Contact billing@coffeescribe.ai if this happens.

Still Having Issues?

Use the feedback button in the app to report account problems. Include:

  • The email address associated with your account
  • A description of what's happening
  • Any error messages you're seeing