My login credentials aren't working. What should I do?

Nine times out of ten it's a copy-paste problem, not a wrong password.

1. Copy the credentials exactly as they appear
Open the email with your login details and copy the password directly from it. Don't retype it — passwords often contain characters that are easy to mistake, like a lowercase l and the number 1, or a capital O and a zero.

2. Watch for extra spaces
Highlighting text in an email usually grabs a space at the start or end. Click into the password field, select everything, and check there's no gap before the first character or after the last.

3. Check for stray punctuation
If your password sits at the end of a sentence in the email, it's easy to pick up the full stop or comma next to it. Copy only the password itself.

4. Confirm the email address
Sign in with the address you used at checkout, which may not be the one you use day to day.

Still not working? Email contact@zazu.video with the email address on your account and your transaction ID, and we'll sort it out.