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# I can't login - what should I do?

Created by: Thrysurr-CIG

- September 10, 2024 17:20
- Updated

Having trouble logging into your account? This article can help you regain access and explains next steps.

## I have forgotten my password

Use the Account Recovery to change your password:

1. Visit our site and click SIGN IN.
2. Click Forgot Password?
3. Enter your email address and click Submit.
4. Watch for an email from no-reply@robertsspaceindustries.com. If you don't see the email, you may need to search, check your spam folder, promotions, or other locations.
5. Follow the link in the email to change your password. After you are in your account, you will use your email or Login ID and the new password to access the account and game.

## I just login to the RSI Launcher

It's possible your USER content needs to be rebuilt.

1. Open a file explorer.
2. Locate the folder: (install drive)\Program Files\Roberts Space Industries\StarCitizen\LIVE
3. Delete the USER folder.
4. Fully shutdown your computer. This fully clears any remaining Windows memory cache with incorrect or corrupt information.
5. Boot up. Open the Launcher and try logging in again with your Login ID and password!

Helpful note: The logindata.json file generates and deletes when the RSI Launcher is open. This also helps to keep login information updated. Just in case, fully close the Launcher and make sure the file is definitely removed from (install drive)\Program Files\Roberts Space Industries\StarCitizen\LIVE.

## I received a password changed email when I did not change my password?

It's possible your account may have been compromised. View the Hacked Accounts guide and follow the steps within it.

## I have authenticator problems

If you forgot your phone, bought a new phone, or reset your phone, you will need to use your backup codes to regain access to your account.

You can then access the Security tab, remove the authenticator, and add a new one.

If you do not have access to codes, and are completely stuck, contact RSI Player Relations with the subject Account Recovery. Include as much of the following information as possible, and we can help faster!

- Login ID (If set to login to the game/website instead of email)
- Last known Email address associated with account
- First and last name on the account
- Date of Birth
- First line of billing address
- Handle ID (the name displayed to other players and on Spectrum)
- Some information on your pledges
- Country and City of origin when creating the account
- Pledge information, with Order ID#'s being the most helpful

For troubleshooting information, see Authenticator Troubleshooting.

## My email authentication code is not included in the email I received!

If you are using Apple Mail and cannot see the Multi-Factor Authentication (MFA) code in the email, it is actually there where it should be but it hidden due to strange formatting issues. To copy your code, do a "long-press" on the blank space where the code should be and then it should get copied for login use.

## Captcha and Launcher logins

To better secure the Launcher and game server access, we have added Captcha to the Launcher. When you login, you may see a new message:

ATTENTION! You must confirm your account is not a bot. Please visit the RSI website and sign in to your account, then try again.

We have received reports that Chrome may not detect correctly. If you only use Chrome, you may want to try Firefox or another popular web browser.

The best way to access is to do the following:

1. Fully close your Launcher.
2. Access our site: https://robertsspaceindustries.com/
3. Click Account. If you are currently logged in, click Sign Out. It's important to sign out fully.
4. Log back into the RSI site with your email or Login ID and password. Click I'm not a bot for the Captcha.
   Troubleshooting: If you use Chrome, you may not always see this option. You may want to try Firefox.
5. Run the Launcher and login again.

If you continue to have issues, please log out of your RSI account in a browser and clear your cache. This article can also help out for all major browsers.

## I no longer have access to my original email used on my RSI account

If you can log into your account through My RSI, you can change your email easily through the Security tab.

If you cannot log in with your Login ID and password, we can help update the email address on your account with proper ownership verification. Please contact RSI Player Relations asking to have your email changed.

Give us your new email address.

You will need to provide as much of the following information as possible:

- Login ID (If set to login to the game/website instead of email)
- Last known Email address associated with account
- First and last name on the account
- Date of Birth
- First line of billing address
- Handle ID (the name displayed to other players and on Spectrum)
- Some information on your pledges
- Country and City of origin when creating the account
- Pledge information, with Order ID#'s being the most helpful

If you have provided false account info in the past, it will delay or totally prevent us from assisting further.

Important: A photo of an official ID may be requested for RSI Account email changes. All attempts will be made to verify account ownership before resorting to this step. We can accept a driver's license, passport, etc. We cannot accept Military IDs per government restrictions. If you opt to provide this, please take a photo of the ID and attach it to the ticket or in your email reply.

Please note that if you opt not to include a photo ID we will have to be significantly more strict with the remaining requested information. Account security is our top priority to protect your personal account information. We do understand that sending such a sensitive document over the Internet is concerning. Rest assured that we will also delete any included photo ID as soon as the ticket is closed.

If you have questions or concerns about how we handle the information requested for this situation, please review our Privacy Policy here: https://robertsspaceindustries.com/privacy

### Related articles

- Star Citizen Alpha 4.0.2 Known Issues
- Authenticator Troubleshooting
- Error Code 1034 - Maximum number of failed login attempts exceeded
- Sign in failed - code:error - Launcher Issue
- Account Recovery and Passwords