If you see "user not found," "email not found," "account not found," or support tells you your account can't be located — your subscription and your money are not lost. Almost always the account exists under a different email address or a different sign-in method than the one being tried.

The fastest fix: email [email protected] with a screenshot of the charge (name, date, amount, transaction ID or invoice number). We can find any account from the payment itself — you don't need to remember which email you used. We reply within 24 hours.

1. The account is under a different email address. Your Formula account is created under the address you typed during the quiz — which may not be your Apple ID, your PayPal address, or your everyday mailbox. A single typo at checkout (gnail.com, a missing letter) creates an account under that typo. You can't receive mail there, but the account is real and we can still find it from the charge.

2. You signed up with Apple and got a hidden email. If you used Sign in with Apple and chose "Hide My Email," Apple created a private relay address ([email protected]) and that is your account's email — not your usual one. Sign in with Apple again rather than by email, and it will match.

3. You bought on our website but are signing in differently in the app. For website purchases, sign in with the email connected to your Formula account and the one-time code sent to it — there's no password on this flow. If the app instead asks you to pay again, see I bought a subscription, but the app asks me to pay again.

4. You bought through the App Store or Google Play. App Store purchases usually need Sign in with Apple, using the same Apple ID as at purchase. Google Play purchases use email + one-time code — there is no separate "Sign in with Google" button on this flow.

5. You deleted your data or your account. Removing your personal data in the app can produce exactly these messages. Important: deleting the app or your data does not cancel a subscription — so billing may still be running. Contact us and we'll check both: what happened to the account, and whether anything is still being charged.

6. You genuinely never signed up. If nobody in your household subscribed either, the charge itself may be the thing to look at first — learn more here: Seeing "FJOR Nutrition" or "Formula.care" charge on Your Bank or PayPal Statement?

If our support team asks which email address you used, it isn't a sign that something is wrong — it's the standard first step to match you to the right account.

Email [email protected] (or use the button above) with:

What we'll do: locate the account from the payment, restore your access, and confirm the state of your subscription. If we can't restore access to something you paid for, we'll refund it — see Formula Refund Policy in Plain English.