Common

It looks like you're experiencing an issue with logging in.

We have gathered some of the most common cases where users experience problems logging in (authenticating) to use our products. Please read through the information below carefully and check the relevant section.

1. Unable to log in with a Social (SNS) Account

• (1) This applies when you signed up using a Social Account (e.g., Google) and purchased a subscription/license, but are unable to log in normally.

• (2) This also applies when you signed up using a Social Account (e.g., Google) and purchased a subscription/license, but are logged in with different account information, causing the product to recognize the account as not having a subscription/license.

※ Social Account (SNS) login uses the login information of the web browser currently being used on your PC. Therefore, if the Social Account currently logged in to the relevant website (Google) is different from the account used to purchase the subscription/license, you may be unable to log in.

🚫 Example of a Failed Login

1. You registered with a Google account (gomlab@gmail.com), but the account currently logged in to Google (google.com) is a different account (gomlab1@gmail.com).

💡 How to Resolve the Issue

(1) Log in to the Google (Google.com) website using the account that you actually used to purchase the subscription/license, then launch the product again and try logging in.

• If you are successfully logged in to the Google (google.com) website with the account used to purchase the subscription/license, you should also be able to log in normally through the product.

(2) We can help you change your Social Account to a regular email account.

• Please submit a 1:1 inquiry below and request to change your Social Account → regular email account. We can change your account so that you can log in using your email address and password instead of going through the Social Account login process.

[How to Submit a 1:1 Inquiry]

※ Please make sure to include the following information when submitting your 1:1 inquiry.

1. (1) Please provide the email address of the account used to purchase the subscription/license.

   (If you are unsure which email address was used, please provide all email addresses that may have been used for the purchase.)

2. (2) Please attach a screenshot showing your payment history.

   (Providing an image will allow us to check and process your request more quickly.)

3. (3) Please include a request to change your account type (e.g., Social Account → regular email account) if you would like to change your account type.

2. Unable to Log In with a Regular Account

• (1) This applies when you have a recent or previous subscription/license purchase history but are unable to log in because you have lost or forgotten the email address associated with your account.

• (2) This also applies when you have a recent or previous subscription/license purchase history but are unsure of your email address or have forgotten your password.

💡 How to Resolve the Issue

(1) We can help locate your account as long as we can confirm your subscription/license purchase history.

• Please provide the email address of the account used to purchase the subscription/license, or provide all email addresses that may have been used for the purchase, and submit a 1:1 inquiry below. We will check your subscription/license ownership history and help locate the associated account (email address).

(2) If you have forgotten your password, we can help issue a temporary password.

• Please provide the email address of the account used to purchase the subscription/license, or provide all email addresses that may have been used for the purchase, and submit a 1:1 inquiry below. After verifying your account, we will help issue a temporary password so that you can log in.

※ You can change your password at any time by going to GOM Lab website > My Page > My Account > Edit > Password > Change.

※ Please make sure to include the following information when submitting your 1:1 inquiry.

1. (1) Please provide the email address of the account used to purchase the subscription/license.

   (If you are unsure which email address was used, please provide all email addresses that may have been used for the purchase.)

2. (2) Please attach a screenshot showing your payment history.

   (Providing an image will allow us to check and process your request more quickly.)

3. (3) Please include a request to change your account type (e.g., Social Account → regular email account) if you would like to change your account type.