Account & Login Issues

Nothing's more frustrating than not being able to access your project when you need it. Account and login problems always seem to happen at the worst possible times—right before a deadline or when you're trying to share an important timeline.

The good news is that most access issues have straightforward solutions. We've organized the most common problems and their fixes so you can get back to your work quickly.

Can't Log In

Clear your browser cache and cookies
Try refreshing the page or using an incognito/private window
Check that JavaScript is enabled in your browser
Try a different browser to see if the problem persists

"Invalid email or password" errors:

Double-check that you're using the correct email address
Use the "Forgot Password?" link to reset your password
Check if caps lock is on when typing your password
Make sure you're not including extra spaces before or after your email

Email verification code not working:

Check that you're entering the 6-digit code exactly as shown in the email
Look in your spam folder if you don't see the verification email
Click "Resend" if the code expired or you didn't receive it
Try the code in a different browser if it's not being accepted

Profile and Settings Problems

Can't find Settings or it won't load:

Make sure you're fully logged into Soufflé (not just on the login page)
Look for Settings in the left sidebar — refresh the page if you don't see it
Clear your browser cache if Settings appears but won't open
Try accessing Settings from a different browser

Profile changes not saving:

Click the "Edit Profile" button first to enable editing
Fill out all required fields before attempting to save
Click "Save Changes" and wait for the confirmation message
If changes don't stick, try logging out and back in

Password reset not working:

Check your spam folder for the reset email
Make sure you're checking the same email address you use to log in
The reset link expires in 24 hours — request a new one if it's expired
Try the reset process in an incognito/private browser window

Plan and Billing Issues

Can't change your plan or billing settings:

Go to Settings > Plans to change your subscription
Go to Settings > Billing & Invoices for payment method updates
Make sure your current payment method isn't expired
Try a different browser if the plan selection buttons aren't working

Payment failed or billing errors:

Check that your credit card hasn't expired
Verify your billing address matches your card's billing address
Contact your bank to make sure they're not blocking the payment
Try updating your payment method in Settings > Billing & Invoices

Hit your project limit but can't upgrade:

Archive some older projects to free up active project slots
Go to Settings > Plans and select a higher tier plan
If the upgrade button isn't working, try a different browser
Contact support if you're still unable to upgrade after trying these steps

Billing charges look wrong:

Check Settings > Billing & Invoices to see your current plan and billing cycle
Monthly plans are charged at the beginning of each month
Annual plans are charged upfront for the full year
Plan changes are prorated — you'll see credits/charges reflected on your next invoice

Can't cancel your subscription:

Email souffle@breadboardfoundry.com to cancel
Include your account email in the cancellation request
You'll retain access until the end of your current billing period

Need to export data before cancellation:

Use Export View in each project to download PNG and CSV files
Do this before your subscription ends — you can't access projects after cancellation
Trial accounts have a 30-day grace period, paid accounts have 90 days
After the grace period, all data is permanently deleted

Need More Help?

More questions about Soufflé? Check Troubleshooting
Need technical support? Visit Additional Help