Netflix is asking me to sign up when I try to sign in

If Netflix is asking you to sign up or create a new account when you're trying to sign in, follow the steps that apply below to fix the issue.

If you're seeing a 'sorry, we can't find an account with this email address' error

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 to be sure you're using the correct email address to sign in:

  1. Visit netflix.com/loginhelp.

  2. Select I don't remember my email or phone.

    • If you do not see this option, recovery by billing information is not available in your region.

  3. Enter the first and last name on the account, as well as the credit or debit card number on file.

  4. Select Find Account.

If you are billed through a company other than Netflix and are unable to login:

If you pay for Netflix through one of our billing partners, please review our partner-related Billing FAQs for additional options to regain access to your account. To locate the Billing FAQs for your provider, search the Help Center for Billing FAQs with the provider's name (e.g., "Billing FAQs Vodafone"). In the Billing FAQ for your provider, refer to the section labeled "I’m billed by XXXX and I’m having trouble signing in to Netflix.

If you are still unable to sign in after attempting the steps above, please contact us for assistance.

If you're seeing steps to create a new account

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.

If you're using a browser

  1. Sign out of Netflix by visiting netflix.com/logout.

  2. Select Sign In on the top right corner of the page.

  3. Enter your Netflix email and password.

If you're using the Netflix app on a Smart TV or set-top box

If you see a Back button on-screen

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

  2. Select Sign In.

  3. Enter your Netflix email and password.

​If you do not see a Back button on-screen

  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 signed in with your email and password but are still being prompted to create a new account

If signing in takes you to a page that asks you to complete sign up, it means that your account is either under a different email address or no longer active.

  • If you have been billed for Netflix in the last month, that means you still have an active Netflix account. Please try signing in with a different email address you may have used when signing up for Netflix.

  • If you have not been billed for Netflix in the last month, your account may no longer be active. Follow the signup prompts on screen to reopen your account.

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