> ## Documentation Index
> Fetch the complete documentation index at: https://docs.plastics.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Codes that do not arrive, codes that expire, sessions that do not stick, and how to reach us.

> **The code email never arrived**
>
> * Check your spam, junk, or promotions folder.
> * Confirm you typed the exact address your account manager invited. A different address, even at
>   the same company, will not work.
> * Wait a minute, then choose **Resend code**.
> * Add `no-reply@notify.cloudflare.com` to your safe senders.
>
> If it still does not arrive, contact your account manager so they can check which address is on
> file.

> **The code expired before I used it**
>
> Codes are short-lived. Choose **Resend code** on the sign-in page and enter the new one straight
> away.

> **I am asked to sign in every time**
>
> A session normally lasts 24 hours. If you are asked more often than that:
>
> * Check your browser is not blocking cookies for the storefront domain.
> * Note that private or incognito windows never keep a session between visits.

> **I can reach the storefront but I have no account on it**
>
> Cloudflare Access controls who reaches the site. It does not create a storefront account. To browse
> as a customer would, [create a test account](https://docs.plastics.com/merchant-portal/create-test-account.md).

> **My storefront email will not work for the Merchant Portal**
>
> That is expected. The two are separate accounts and need separate email addresses. See
> [Get access](https://docs.plastics.com/merchant-portal/get-access.md).

## Security notes

> [!WARNING]
>
> Cloudflare Access never asks for a password. Signing in is entirely the one-time code sent to your
> verified email. Treat any request for a password as suspicious and report it to your account
> manager.

Check the address bar before you type anything. A genuine sign-in page is on `cloudflareaccess.com`
or on your own configured domain.

## Getting help

If this page does not cover what you are seeing, contact your account manager.

Including these gets it resolved faster:

* The email address you are signing in with
* The address you are trying to reach
* The exact error, ideally as a screenshot
* Roughly when it happened


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