If you're having trouble logging into ABCmouse, it could be due to incorrect login credentials (email address and/or password issues), expired subscriptions, or web browser issues, but you also may need to restore your subscription:
- If you've previously been able to log in using the same computer or device you're using now, try resetting your password, clearing your browser cache, or updating the app.
- If you recently subscribed, reinstalled the app, or switched devices and can't log in and access your ABCmouse subscription, you can fix this error by restoring your subscription. You should try restoring the subscription first, before trying to change your password if you're having trouble logging in under these circumstances.
Continue reading for additional login assistance below:
Invalid Login Credentials
- Are you getting an error message when you try to log in?
- Did you sign up through a third party like Amazon, Apple or Google Play?
- Did you forget your ABCmouse password?
Email Address
- Not sure which email address you should use to log in?
- No longer have access to the email address you signed up with?
Other Login Errors
- Error Message: "There was an error. Please check your information and try again"
- Conflicting Screens: You see a "Set Up Account" screen on one device, "Log In" on another device
- Settings Message: "ABCmouse membership has been upgraded to the new version of the app"
- Mobile browsers: "Download the ABCmouse app to continue using your account"
Invalid Login Credentials
Are you getting an error message when you try to log in?
If you are seeing the “The email address or password you have entered is incorrect.” error message when you try to log in, it means that you’re entering an incorrect email address and/or password.
Did you sign up through a third party like Amazon, Apple or Google Play?
If you pay for ABCmouse Classic through a third party (like Amazon, Apple or Google Play), try logging in with the email address and password you use for their services. Your log in credentials might be the same for ABCmouse Classic.
You may also want to try to restore your subscription. For more information on how to do this, please see the following article:
Did you forget your ABCmouse password?
If you're not sure what your password for ABCmouse is, try resetting it. Keep in mind, if you enter the an email address that isn't connected to your ABCmouse account, you won't receive the password reset email. If you have multiple emails and aren't sure which one you used you can enter each of them, one by one, and see which one gets the reset. Or you can use our Account Access tool to look up your email using your payment information.
Email Address
Not sure which email address you should use to log in?
Not sure which email address you used for your ABCmouse account?
No longer have access to the email address you signed up with?
If you're unable to access the email address on file, please chat with us and ask to speak to an agent. Be ready to provide the method of payment used for the account, and our Customer Care team will locate the email address currently associated with your account.
Other Login Issues
- Error Message: "There was an error. Please check your information and try again"
- Conflicting Screens: You see a "Set Up Account" screen on one device, "Log In" on another device
- Settings Message: "ABCmouse membership has been upgraded to the new version of the app"
- Mobile browsers: "Download the ABCmouse app to continue using your account"
Match what you see to the scenarios below for troubleshooting steps.
Scenario #1: "There was an error. Please check your information and try again."
What it looks like: After purchasing ABCmouse from the Apple App Store or Google Play, you try to sign in but see this error message on the sign-up screen:
“There was an error. Please check your information and try again.”
What’s happening:
Your login may be linked to an older ABCmouse account (inactive or canceled), and the system isn’t connecting it to your new subscription.
How to fix it:
- Contact our Support Team, and they will provide you with more detailed information and guidance to resolve this issue.
Tell the agent you are experiencing Scenario 1 and share the error message you see.
Scenario #2: You see a “Set Up Account” screen on one device, and an “Access your Account” screen on another
What it looks like:
On one device, you see a Sign Up screen asking for a new account.
On another device, you see a Log In screen for existing members.
What’s happening:
The sign-up process was started on one device but not completed. ABCmouse requires profile creation before recognizing your subscription.
How to fix it:
Go back to the device showing the Set Up Account screen, which is the correct account tied to your recent purchase.
Complete the process there, including the creation of a profile in ABCmouse.
- If you are still unable to log in, contact our Support Team. Let the agent know you are experiencing Scenario 2 so they can confirm and assist you.
Scenario #3: You Have an Active ABCmouse Subscription, but Still Can’t Log In
What it looks like:
You try to log into ABCmouse Premium, but instead see the free Basic version of the app.
-
Or, in Settings, you see this message:
“Your legacy ABCmouse membership has been upgraded to the new version of the app.”
However, your paid features are still not available.
What’s happening:
You may still be using your original ABCmouse Classic login on the ABCmouse app. The system sees that you have a paid ABCmouse subscription, but a new ABCmouse profile may have been created that isn't linked to your active subscription.
How to fix it:
This issue usually needs a manual password reset. Our team can help with that!
Let us know what screen you're stuck on and mention that you're an active subscriber who sees the “upgraded” message.
📝 Tip: Let our team know you’re seeing this message within Settings: “Your legacy ABCmouse membership has been upgraded to the new version of the app. Tap the Support link below for details.” Or let the agent know you're experiencing Scenario #3.
Scenario #4: "Download the ABCmouse app to continue using your account"
What it looks like:
You use your web browser to go to ABCmouse.com on your iPad, Pixel, Fire, Galaxy, or other mobile tablet or smartphone, but you don't see ABCmouse or a place to log in.
You see only a prompt to download the ABCmouse app (e.g., the following iPad screen):
What’s happening:
You can use a web browser to log in and play ABCmouse on a Windows or Mac desktop or laptop computer, but the ABCmouse app is required for mobile devices like tablets and smartphones.
How to fix it:
Simply tap the Download button at the top of the screen, which will take you to the appropriate app store for your device.
Download the ABCmouse app to your device.
Open the app and log in with the same credentials you used to create your account (and may have used to log in to the ABCmouse website on a computer).
If you want an easy way to install the ABCmouse app on other devices, use the device camera to scan the QR code.
Important Notes:
✅ The fastest way to get help: Send us a screenshot of the screen you’re seeing. This will help us quickly recognize the issue and guide you through the fix.
✅ Tell us which scenario applies to you: If possible, let us know you're experiencing Scenario (x) and provide as many details as you can. This will help speed up support and get your issue resolved faster!