Netflix asks you to sign up when trying to sign in

If Netflix is asking you to sign up or create a new account when you're trying to sign in, choose the relevant scenario below and follow the steps to resolve the issue.

'Sorry, we can't find an account with this email address' error message displays

If you see this error when trying to sign in with an existing account:

Sorry, we can't find an account with this email address. Please try again or create a new account.

Follow these steps:

  1. Visit netflix.com/loginhelp.

  2. Select I don't remember my email or phone and fill out the form.

    • If you don't see this option, it means that account recovery by billing information isn't available in your region.

  3. Select Find Account.

If you're billed through another company or get Netflix as part of a package, search the name of the service provider in the Help Center. Select the related billing article and go to the section "I’m having trouble signing in to Netflix."

If you still can't sign in, please contact us.

Steps to create new account displays when signing in

If you’re seeing steps to create a new account when you try to sign in to Netflix, follow the steps below to return to the Sign In page.

Browser (web or mobile)

  1. Go to netflix.com/logout and select Sign Out.

  2. After you have signed out, select Sign In.

  3. Enter your Netflix email and password.

Smart TV or set-top box

If screen displays a Back button

  1. Select Back until you see the option to sign in.

  2. Select Sign In.

  3. Enter your Netflix email and password.

​If screen does not display a Back button

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign Out.

  3. After you have signed out, select Sign In.

  4. Enter your Netflix email and password.

If you are still being prompted to create a new account after signing in

If you see steps to create a new account after entering your email and password, your account is either under a different email address or no longer active.

  • If you were charged for Netflix in the last month, it means you still have an active account. Please try signing in with a different email address you may have used.

  • If you have not been charged for Netflix in the last month, your account may no longer be active. Follow the sign-up flow to reopen your account.

    • If you have an active gift card or promotion on your account, you may not see recent charges from Netflix.