If you cannot access your account after making a payment, the issue usually comes from an email mismatch, a pending verification, or a browser-related problem. You can follow the steps below to regain access.
1. Make sure you are using the correct email
Your paid plan is linked to the email used during checkout.
If you log in with a different email, your account will appear as “Free” or inaccessible.
Verify that you are using the same email address you used when purchasing the plan.
2. Check for account confirmation emails
Some accounts require email verification before full access is granted.
Look for:
- a confirmation email
- a payment receipt
- a welcome message
Check your inbox, spam, and promotions folders.
3. Refresh your session
Log out of Osortoo, close your browser, and log in again.
This reloads your account permissions.
4. Clear your browser cache
A stored session may prevent the platform from updating your plan.
Clear your browser cache or use a private/incognito window.
5. Try another browser
Osortoo works best with updated versions of:
- Chrome
- Firefox
- Edge
- Safari
A browser issue may block access after payment.
6. Confirm that your payment was successful
Check your bank or PayPal statement to make sure the payment went through.
If the payment is pending, the plan may not activate immediately.
7. Check for multiple accounts
If you have several emails:
- personal email
- business email
- Facebook login email
You may have created more than one Osortoo account.
Log in with your alternative email addresses to verify.
8. Contact support
If none of the steps above solve the issue, contact our support team.
Provide:
- your email used for payment
- the date of the transaction
- the reference or invoice number (if available)
We will check your subscription and help you restore access.
Summary
Use the same email you used for payment, verify your inbox, refresh or clear your browser session, and confirm that the payment was completed. If the issue continues, contact support with your payment details.