# I can't access my account

This inquiry needs more context, as there may be different reasons for it.

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#### Possible reason 1

The system asks you to upload a backup file. It means the backup file was most probably corrupted or was not generated at all.

Check our post [here>>>](https://docs.stobox.io/helpcentre/troubleshooting/when-i-log-in-it-says-i-need-to-upload-a-backup-file)

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#### Possible reason 2

The system asks you to connect a new device. It means you are trying to access your account from a physical device and/or browser and/or browser profile different from what you used when you initially registered. For the Stobox 4 security system, it matters.

Check our post [here>>>](https://docs.stobox.io/helpcentre/getting-started-for-everyone/login-on-another-device)

Read more about [devices for Stobox 4>>>](https://docs.stobox.io/helpcentre/help-centre/faq#why-cant-i-log-in-to-my-account-on-the-computer-i-registered-on)

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#### Possible reason 3

You see an error message. Hmm.. That depends on what it says.

For example, the error `PreTokenGenerationV2` may mean there are two accounts under your email.

Read more about this error [here>>>](https://docs.stobox.io/helpcentre/troubleshooting/log-in-shows-pretokengenerationv2_0-failed-with-error-expecting-value)

PreTokenGenerationV2, as well as any other error messages, require the Support or the Tech Team's assistance. Feel free to contact us using the information below.

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