# Unable to access Builder **URL:** \ **Category:** Ask for Help\ **Created:** [January 15, 2026, 8:03pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041 "2026-01-15T20:03:24Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 15, 2026, 8:03pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/1 "2026-01-15T20:03:24Z")
Since my account renewed, I’ve been unable to access builder. I can access my app as a user, but when I attempt to login to the backend, I never receive the PIN email. I continue to receive email from other senders and verified that the email is not in my junk folder. I’ve even whitelisted the email address that sends the PIN, tried from a different browser and a different computer altogether, but nothing has worked. I’ve been locked out for ~5 days and still waiting on feedback from [support@glideapps.com](mailto:support@glideapps.com) ---
**Author:** ![nathanaelb](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/nathanaelb/32/43079_2.png) [@nathanaelb](https://community.glideapps.com/u/nathanaelb)\ **Post date:** [January 15, 2026, 8:43pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/4 "2026-01-15T20:43:11Z")
Hello @SMGCreative , I just notified the team at Glide about your issue. Question: 1. No need to share your email address here, but I’m curious: is the domain name of your email a personal domain (Gmail, Yahoo, Hotmail, …) or a non-personal domain? 2. Are you on a paid plan, possibly Explorer or Maker? ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 15, 2026, 8:54pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/5 "2026-01-15T20:54:26Z")
It’s a custom domain and I’m on the Maker plan ---
**Author:** ![comm\_support\_agent](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/comm_support_agent/32/84195_2.png) [@comm\_support\_agent](https://community.glideapps.com/u/comm_support_agent)\ **Post date:** [January 16, 2026, 12:39am UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/6 "2026-01-16T00:39:27Z")
Hi, Support replied your ticket earlier today. Please note that these emails come from [no-reply@auth.glideapps.com](mailto:no-reply@auth.glideapps.com) (not the [appnotify.io](http://appnotify.io) address you have already whitelisted). ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 16, 2026, 12:54am UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/7 "2026-01-16T00:54:31Z")
Perhaps the email to authenticate to the back end is different. The one that sends the PIN to users shows the one I sent to support. But I’ll whitelist them both just in case! ![image](https://us1.discourse-cdn.com/flex002/uploads/glideapps/original/3X/b/4/b4429d5652776ae5e89774f249bfe80592934db1.jpeg) ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 16, 2026, 1:32am UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/8 "2026-01-16T01:32:04Z")
Confirming that [no-reply@auth.glideapps.com](mailto:no-reply@auth.glideapps.com) is now whitelisted. I also whitelisted the domain ([glideapps.com](http://glideapps.com)) and subdomain ([auth.glideapps.com](http://auth.glideapps.com)). Also wanted to add that this account is not new. I’ve only started to experience this issue after renewal last week. Thanks so much for your help! ---
**Author:** ![nathanaelb](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/nathanaelb/32/43079_2.png) [@nathanaelb](https://community.glideapps.com/u/nathanaelb)\ **Post date:** [January 16, 2026, 5:35am UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/9 "2026-01-16T05:35:08Z")
Silly question perhaps, but are you sure you are using the correct email to log into your Glide account? ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 16, 2026, 2:22pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/10 "2026-01-16T14:22:39Z")
Yes, I’m sure. But, I also thought of that and tested every email address I own. 😬 At this point, can someone just reset it? BTW, I don’t have a response to my support ticket in my inbox. So, perhaps something weird is going on there. What’s the best way to just update my credentials so that I can get back to work? ---
**Author:** ![nathanaelb](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/nathanaelb/32/43079_2.png) [@nathanaelb](https://community.glideapps.com/u/nathanaelb)\ **Post date:** [January 16, 2026, 7:12pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/11 "2026-01-16T19:12:27Z")
> [@comm\_support\_agent](#): > > Support replied your ticket earlier today. Please note that these emails come from [no-reply@auth.glideapps.com](mailto:no-reply@auth.glideapps.com) (not the [appnotify.io](http://appnotify.io) address you have already whitelisted). Apparently the support team did get back to you. Did you not receive their email? If you cannot communicate directly with support, that’s another issue in and of itself. @SMGCreative ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 16, 2026, 7:28pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/12 "2026-01-16T19:28:43Z")
I will resend my request to support using a different email address. Although, I submitted my original request using the exact same email that my renewal invoice + receipt was sent to. This is the email address used to access builder. Not sure why authentication and support are having issues with that inbox (if that is the issue). ---
**Author:** ![comm\_support\_agent](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/comm_support_agent/32/84195_2.png) [@comm\_support\_agent](https://community.glideapps.com/u/comm_support_agent)\ **Post date:** [January 17, 2026, 1:34am UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/13 "2026-01-17T01:34:42Z")
We have replied to the ticket — previously, your other email was returning a “550 - mailbox not available” error. Hopefully you receive the latest reply to the ticket at your new address. ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 17, 2026, 4:14am UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/14 "2026-01-17T04:14:35Z")
I have not received any responses to the ticket. But I did send a subsequent reply to the support thread with screenshots to show that both of the email addresses that I’ve used to contact them are in working order. I receive an email every time a new response is posted on this thread in Glide Communities. ![image](https://us1.discourse-cdn.com/flex002/uploads/glideapps/original/3X/f/1/f1242021856b49b53601d056c0e259239a297f4e.jpeg) However, I don’t receive any emails from support and I no longer receive PIN emails. Is it possible to arrange a call to troubleshoot this issue? PS: The two emails I used to communicate with support have different mail hosts. Neither of them have received responses from support. Also, both were cc’d on the most recent email to support and both received the email just fine. ---
**Author:** ![SMGCreative](https://sea2.discourse-cdn.com/flex002/user_avatar/community.glideapps.com/smgcreative/32/61037_2.png) [@SMGCreative](https://community.glideapps.com/u/SMGCreative)\ **Post date:** [January 18, 2026, 1:13pm UTC](https://community.glideapps.com/t/unable-to-access-builder/86041/15 "2026-01-18T13:13:53Z")
I received a message from your AI Agent. I will need assistance transferring ownership to the new gmail account created.