You can find the answers to many questions here, it’s very likely someone before experienced the same problem as you do. Otherwise you can also submit an issue ticket and wait for our help.
You need to know that User Area and Online Shop are two separate things, becuase we take an advantage of the services of third party company, namely Share-it. They take care about payment methods, accounting, taking orders for us.
User Area instead gathers all licenses customer purchased in one place, allows for downloading updates, installers, license key files necessary for authorizations, obtaining add-ons (including older versions of products, presets), adding new licenses etc.
So Share-it and our User Area have separate databases, therefore log-in details for User Area and Share-it are different. When you forget the Share-it's log-in details (because you previously used share-it's services at our online shop or somewhere else) you should use their password recovery option available on the checkout web page:
Use the search or contact our staff:Submit a ticket