If you're having issues signing in to ABCmouse 2.0, we can help! By matching what you see on your screen to one of the examples below, you’ll be able to quickly identify the issue—and we’ll be able to assist you faster.
Are you seeing one of these?
Scenario #1: "There was an error. Please check your information and try again."
What it looks like: After purchasing ABCmouse 2.0 from the App Store or Google Play, you try to sign in—but an error message appears at the bottom of the sign-up screen saying:
"There was an error. Please check your information and try again."
What’s happening:
You may have previously used your email and login credentials from the older version of ABCmouse (1.0) to access ABCmouse 2.0. When logging in now, the system recognizes that earlier account, which was linked to your previous ABCmouse 1.0 subscription—but that account may currently be inactive or canceled. Although your recent purchase was successful, we recommend using the same ABCmouse credentials to sign up again. This will allow the system to properly link your new subscription and ensure a smooth login experience.
How to fix it:
- Contact our Support Team, and they will provide more detailed information on to address this issue.
📝 Tip: Let our team know you’re seeing the “Please check your information and try again” message so we can confirm if this scenario applies to you or let the agent know you're experiencing Scenario #1.
Scenario #2: You see a “Set Up Account” screen on one device, and a “Log In” screen on another
What it looks like:
On one device, you’re prompted to “Sign Up” by entering your email and creating a password in two fields, while on the other device, you’re presented with a screen that offers a “Log In” option.
What’s happening:
This may occur if the account creation process was started on one device but not fully completed. ABCmouse 2.0 requires the full sign-up to be completed—including setting up a profile—before the system can recognize and activate your subscription.
How to fix it:
-
Go back to the device showing the Set Up Account screen.
-
Complete the process there—this is the correct account tied to your recent purchase.
📝 Tip: Let our team know you’re seeing the “Access Your Account” page so we can confirm if this scenario applies to you or let the agent know you're experiencing Scenario #2.
Scenario #3: You Have an Active ABCmouse Subscription, But Still Can’t Log In
What it looks like:
You try to log into ABCmouse 2.0 and either:
-
End up in a free version of the app, or
-
You may see a message in your Settings indicating that you’ve “upgraded to the new ABCmouse,” but still find that your paid features are not accessible.
What’s happening:
You may still be using your original ABCmouse (1.0) login on the 2.0 app. The system sees that you have a paid 1.0 subscription, but a new 2.0 profile may have been created that isn't linked to your active subscription.
How to fix it:
-
This issue usually needs a manual password reset. Our team can help with that!
-
Let us know what screen you're stuck on and mention that you're an active subscriber who sees the “upgraded” message.
📝 Tip: Let our team know you’re seeing the “Your legacy ABCmouse membership has been upgraded to the new version of the app. Tap the Support link below for details. ” message on the Setting page so we can confirm if this scenario applies to you or let the agent know you're experiencing Scenario #3.
Important Notes:
✅ The fastest way to get help: Send us a screenshot of the screen you’re seeing. This will help us quickly recognize the issue and guide you through the fix.
✅ Tell us which scenario applies to you: If possible, let us know you're experiencing Scenario (x) and provide as many details as you can. This will help speed up support and get your issue resolved faster!