Paid, but never finished setting up
You chose a plan, paid, and never added a passkey — so there is an account with your name on it that nobody can sign into. You can finish it yourself, and you do not need us to do it for you
Why this happens
Checkout creates your account. Adding a passkey is what makes it reachable, and those are two separate moments: the setup email can be missed, filed as spam, or opened three days later when the link has already expired
An account with no passkey cannot be signed into by anyone — including us. That is not a gap we have left open; it is the same rule that stops anybody else reaching your account
Steps
Step 1: Go to the sign-in page
Visit https://vauz.sealzi.com/enter/ (opens in a new tab)
Step 2: Press Paid without an account, or lost your passkey? button
Step 3: Enter the address you paid with and press Email me a link
It has to be that address — it is the one your account was created against
Step 4: Open the email
It is titled Finish setting up your vauz.sealzi.com account, and the link works for three days
Step 5: Press Add a passkey
The tick box above the button is you agreeing to the Terms of Service (opens in a new tab) and the Privacy Policy (opens in a new tab) — both open in a new tab, so read them first. Then press the button and approve your device's prompt, and the passkey is made — expect a second prompt straight after, because you are signed in with it right away
One button covers both problems. Whether you never set the account up or lost the passkey you had, it is the same link on the same page — our side works out which email to send you
If the link has expired again
Ask for another one the same way. An expired link is not a support ticket, and asking again costs you nothing
There is a limit, but it is a generous one: about ten requests for the same address within a quarter of an hour, after which further ones are ignored for a while. Because the page's reply never changes, a request that has been throttled looks exactly like one that was sent — so if you have been pressing the button over and over and nothing is arriving, wait fifteen minutes and try again
Things worth knowing
- The page never confirms whether an address has an account. You get the same reply either way, so if nothing arrives, check your spam folder and check the address you used at checkout
- Your plan is attached to the account checkout created, and it is waiting for you when you get in
- The terms are recorded when you add that first passkey, along with the date, which version was in force, your IP address and your browser — kept as proof the payment was authorised by you, and used for nothing else
- Still stuck? If the address you paid with is one you can no longer read, write to support@vauz.sealzi.com from any address and tell us what happened. That case genuinely does need a human