Cannot Sign In with Correct Password or Email
If you are unable to log in with the correct email, follow these steps and click 'Submit a ticket.' We will assist in changing your account email address:
- Provide your original account email address and the new email address.
- Include your business license (for company accounts) or one of the following: passport/driving license/identity card (for individual accounts).
The resolution may take 1-3 business days.
Forgot Password to the Account
If the 'Forgot password?' button is not functioning on the sign-in page, consider the following tips:
- Switch to other browsers; Google Chrome or Firefox are recommended.
- Clear cookies and try again.
- Attempt with a different network.
Cannot Receive SMS Verification Code
If you didn't receive the SMS code, consider changing the verification method to email. For assistance, follow the steps below:
- Download the application form, fill it with your handwritten signature.
- Click 'submit a ticket' to upload the form and provide your business license (for company accounts) or one of the following: passport/driving license/identity card (for individual accounts).
You will be notified within 1-3 business days.
Cannot Receive Email Verification Code
If you cannot receive the email code, try searching for 'Alibaba' in both your inbox and trash or change your email for verification. For help, click 'Submit a ticket' and provide the following:
- Your original account email address and new email address.
- Include your business license (for company accounts) or one of the following: passport/driving license/identity card (for individual accounts).
You will be notified within 1-3 business days.
Code Received but Invalid
If you received a verification code but it shows invalid, use the latest one received.
Account Was Deactivated
Was the account closed by yourself?
If yes, to reactivate your account, log in here via your laptop and click the "click here" button.
If no, and the account was closed by Alibaba.com, follow the below verification steps to access your account:
- Click here to sign in with your email or mobile number.
- Follow the on-screen instructions to fill in your information.
- Click "Sign in" to access your account with your password.
(Note: For mobile verification, ensure you submit the phone number from your registered country to receive the SMS code.)
Account Temporarily Unavailable / Account Locked
If your account is restricted for added security, possibly due to unusual or high-risk activity, submit a reactivation request here. Alibaba.com will review and process your request within 1-3 business days. You will be notified by email once the result is available.
The Email Address Has Been Occupied
If the email address is occupied, meaning it's used in another Alibaba.com group, double-check if it matches the registered email address on www.alibaba.com. If not, consider using another account to log in or register again.