Cannot log in / How to access your account

After purchasing a ThemeIsle product, your account is automatically created using the email address you entered at checkout. If you were redirected to a login screen after purchase, or if you never received a welcome email, your account most likely already exists and you can access it right away.

If you just purchased but were sent to the login page

When you complete a purchase, a ThemeIsle store account is created for the email address used at checkout. The welcome email may be delayed, filtered to spam, or caught by a security filter — this does not mean the account does not exist.

Go to https://store.themeisle.com/ and use one of the options below to access your account, downloads, and license keys.

Use "Login with email link"

The quickest way to access your account without a password is to request a login link:

1. Go to https://store.themeisle.com/.
2. Click Login with email link.
3. Enter the email address you used at checkout.
4. Check your inbox for the login link email. Also check your spam, promotions, and any security-filter folders.
5. Click the link in the email to sign in immediately.

💡 Tip: Use the exact email address you entered at checkout. If you are unsure which email that was, check your purchase receipt or invoice.

Use "Lost password" if you prefer setting a password

If you would rather set a permanent password for your account:

1. Go to https://store.themeisle.com/.
2. Click Lost password?.
3. Enter the email address used at checkout.
4. Check your inbox (and spam folder) for the password reset email.
5. Follow the link to set a new password and log in.

📝 Note: Password reset emails are sent only to the primary ThemeIsle store account email tied to your purchase/license.

Make sure you are using the purchase email

Use the same email address that you used during checkout (or the one shown in your purchase receipt). If you try a different email, the login or password reset may appear to fail.

If you cannot remember the purchase email

Before contacting support, check:

• Your inboxes for ThemeIsle welcome/login emails.
• Your invoice/receipt email for the original purchase.
• Any organization email aliases or shared billing inboxes.
• The billing owner or teammate who completed the purchase.

Still cannot access the account?

Try clearing your browser cache and history, then attempt to log in again, or use a different browser.

If none of the options above work, contact support at https://themeisle.com/contact/ using the Presales & Partners button. Include the following so support can locate your account:

• Product name (for example, Hestia Pro, Neve Pro)
• The email address used at checkout
• Order number or receipt details (if available)
• Any other email addresses that might be tied to the purchase

Logged in but cannot see your product or subscription?

If you can log in to https://store.themeisle.com/ but your purchased product, license key, or subscription is not visible, you are most likely signed into a different ThemeIsle account than the one tied to your purchase.

Common symptoms include:

• My Products or Purchase History shows "No products found"
• Neve Pro (or another product) does not appear in your product list
• No Manage Subscription button is available
• You received a renewal email or invoice but the subscription is not visible in your account
• You cannot activate or add additional sites to your license

This happens when the purchase was completed under a different email address than the one you are currently logged in with — for example, a personal email vs. a work email, a colleague's account, or a secondary account created at an earlier purchase.

How to find the correct account email

Before contacting support, check the following sources for the email address that was used at checkout:

1. Purchase receipt or invoice — Search your inbox for emails from @themeisle.com. The billing email shown on the receipt is the account email.
2. ThemeIsle welcome email — Sent at the time of purchase; it contains the account email and a link to your downloads.
3. Renewal reminder emails — Renewal notices are sent to the account email on file.
4. Aliases and shared inboxes — If your company uses shared billing inboxes or email aliases (for example, billing@yourcompany.com), check those as well.
5. Teammates or colleagues — If someone else on your team completed the purchase, ask them which email they used.

Once you identify the correct email, log out of your current session, then log in using that email via the Login with email link option described above.

💡 Tip: Use a private or incognito browser window when switching between accounts to avoid cached session issues.

For more information on downloading a copy of your invoice, see How to download your invoice.

When support needs to relink or merge accounts

If your subscription is confirmed to be attached to a different account and you cannot access that account, ThemeIsle support can relink or merge accounts on your behalf.

Before contacting support, gather the following details:

• Product name — for example, Neve Pro, Hestia Pro
• License key — if you can find it in any previous emails or plugin settings
• Invoice or order number — available in your purchase receipt or from https://store.themeisle.com/ if you have partial access
• Current login email — the email you are currently signed in with
• Alternate emails — any other email addresses that may have been used at checkout

Contact support at https://themeisle.com/contact/ using the Presales & Partners button and provide the details above. Support will verify ownership and move the subscription to your active account.

📝 Note: For information on managing your active site licenses after gaining account access, see How to manage your website licenses.