# One of our members can't access her account **URL:** \ **Category:** Support\ **Created:** [September 5, 2024, 8:07pm UTC](https://community.puzzlequest3.com/t/one-of-our-members-cant-access-her-account/4982 "2024-09-05T20:07:05Z")\ **Posts on this page:** 4\ **Page:** 1
**Author:** ![reYar2802](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/reyar2802/32/3836_2.png) [@reYar2802](https://community.puzzlequest3.com/u/reYar2802)\ **Post date:** [September 5, 2024, 8:07pm UTC](https://community.puzzlequest3.com/t/one-of-our-members-cant-access-her-account/4982/1 "2024-09-05T20:07:05Z")
She had problems with the game so she deleted it and reinstalled but now she can’t access it, it says her email isn’t found. She told me if you can help her to recover the account. ![1000003126](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/1/12e68922582ef0063253b84a32ffdb18737094f3.jpeg) ---
**Author:** ![Mother\_Morgz](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/mother_morgz/32/3050_2.png) [@Mother\_Morgz](https://community.puzzlequest3.com/u/Mother_Morgz)\ **Post date:** [September 5, 2024, 10:44pm UTC](https://community.puzzlequest3.com/t/one-of-our-members-cant-access-her-account/4982/2 "2024-09-05T22:44:17Z")
Hi there, Have her contact our support team here and we can see what we can do! [https://puzzlequest3.zendesk.com/hc/en-us](https://puzzlequest3.zendesk.com/hc/en-us) You may also want to check in with your other Kingdom Members and make sure they have all set up Cloud Save (which you can find by going to Settings \> Account) as that’ll definitely help with this kind of situation if it comes up again. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/jeto/32/6326_2.png) [@Jeto](https://community.puzzlequest3.com/u/Jeto)\ **Post date:** [September 5, 2024, 11:19pm UTC](https://community.puzzlequest3.com/t/one-of-our-members-cant-access-her-account/4982/3 "2024-09-05T23:19:02Z")
Actually, jumping in as I finally have internet again - I have already replied to their ticket and closed their duplicate new ticket as I am awaiting a reply from their first one. _General note for everyone, if you have a ticket, please don’t send multiple if you don’t get a reply within 3 days - while I try to get replies out as soon as possible, we have a 3-5 business day reply period, sending multiple tickets only means it takes me longer to get a reply to you_ ---
**Author:** ![reYar2802](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/reyar2802/32/3836_2.png) [@reYar2802](https://community.puzzlequest3.com/u/reYar2802)\ **Post date:** [September 5, 2024, 11:35pm UTC](https://community.puzzlequest3.com/t/one-of-our-members-cant-access-her-account/4982/4 "2024-09-05T23:35:58Z")
Thank you for the fast response