If you've already worked through the sign-in, verification, and password-reset articles and still can't get back into Gold Silver Ledger, this is where you land. "Locked out" in this article means the self-service paths have genuinely failed — not "I haven't tried them yet" — and a human on our side needs to look at your account.
The most important thing to know up front: your data is fine. Holdings, transactions, reports, the lot. Being locked out of sign-in doesn't touch any of it. Nothing is being deleted while you wait. The job is just to get you back through the door.
When this article is the right one
A short checklist, so you can be sure you're in the right place:
You've tried signing in with what you're certain are the correct email and password, and it isn't working.
You've used the Forgot password? flow and either no reset email arrived (after running through I'm not receiving the verification email), or it arrived but didn't get you back in.
You're not stuck on the sign-up verification step — that one is covered in I'm not receiving the verification email, which has its own resend flow.
You're not just confused about which email or browser to use — the basics in I can't sign in have been checked.
If any of those are still untried, start there first. They cover the vast majority of cases, and they're faster than waiting for a reply. If you're satisfied you've exhausted them, read on.
The two reasons this usually happens
Almost every truly stuck case falls into one of these:
You've lost access to the email address on the account. This is the most common one. A work email got switched off when you changed jobs. An old ISP address was retired. An alias is no longer forwarding. Whatever the reason, you can't read messages sent to the address, so password resets and verification emails are useless — they're arriving somewhere you can't see them.
An edge case in sign-up or sign-in. Less common, but it does happen. Something about the way the account was created left it in an unusual state, or a sign-in is failing for a non-obvious reason that we'd need to look at on our end.
Either way, the path forward is the same: send us a note with enough information to find your account, and we'll take it from there.
What to include when you contact us
The faster we can identify the account, the faster we can help. A useful first message contains:
The email address on the account: Even if you can't currently read mail at that address, we need to know which one we're looking for.
A working email we can reply to: If the account address itself is unreachable, give us a second address where we can reach you.
Roughly when you signed up: "Last March" or "about a year ago" is fine. We don't need an exact date.
What plan you're on, if you remember: Starter, Pro, or Premium. If you don't know, that's fine — we can look it up.
A brief description of what's happening: What you tried, what you saw, what didn't work. One paragraph is plenty.
A few things we won't ask for, and you shouldn't send:
Your password: We don't store passwords in a form we can read, and there's nothing useful we could do with one anyway. If anything claiming to be us ever asks for your password, treat it as suspicious.
Payment card details: Card information lives with our payment processor, not in our database. If you need to update a card, the Stripe billing portal handles that directly — see Updating your payment method.
Sensitive financial figures. We don't need to know the size of your stack or the dollar value of your portfolio to unlock your account. Save that for your own records.
What support can actually do
A short, honest list of what we can resolve and what we can't.
We can:
Manually verify an account if a verification email genuinely isn't reaching you and the resend flow has failed.
Move an account to a new email address if you've lost access to the original. We'll confirm identity before doing this — most often by asking a couple of questions only the account owner would know, such as the rough date of a recent transaction or the rough total of your holdings. Identity verification protects you; an attacker with your name shouldn't be able to walk your account onto an email they control just by asking.
Investigate sign-in failures that aren't explained by any of the self-service troubleshooting. Sometimes there's a quirk we can see in the back end that you can't see from outside.
Reactivate a cancelled or expired account, within the data-retention window described in What happens to your data after you cancel. Past that window, reactivation isn't possible — the data is gone, and that's a one-way door.
We can't:
Tell you your password. Passwords are stored salted and hashed, which is the industry-standard way to keep them safe from us as well as from any attacker. Nobody at Gold Silver Ledger can read your password back to you — we can only help you set a new one.
Bypass verification with no checks. Confirming you're the account owner before we move an email or unlock anything is the security floor, not optional friction. If we ever stopped doing it, anyone who guessed your name could steal your account.
Where to go next
I can't sign in: The wider sign-in triage article — worth re-checking before escalating.
Resetting a forgotten password: The full walkthrough on the reset flow, if you haven't yet completed it cleanly.
I'm not receiving the verification email: The diagnostic checklist for messages that aren't reaching you.
Updating your email address: The in-app version of "move my account to a new email," for once you're back in and want to do it yourself next time.