Skip to main content
Find the message you’re seeing, or the problem you have, below. Each answer says why it happens and what to do. If you’re still stuck, contact us through Get help at the top of this page.

​
Signing in

The email or the password doesn’t match an account. Check for a typo, and that Caps Lock is off.If you can’t remember your password, choose Forgot password? on the sign-in page. See “Resetting your password” below.
You haven’t opened the link in your verification email yet. Choose Resend verification email on the same message, then open the newest email we send you. See “Emails” below if it doesn’t arrive.
Sometimes, often after a few wrong passwords, we ask you to complete a quick check to prove you’re a person. Complete it, then choose Sign in again.
There were too many wrong tries in a short time, so we’ve paused sign-ins to protect the account. Wait 15 minutes and try again. If you’ve forgotten the password, reset it instead of guessing.
You first joined with Google, so your account has no password yet. Choose Google under “or continue with” instead. If you’d like a password too, choose Forgot password? and set one.
Google hasn’t confirmed the email on that Google account. Confirm it in your Google account settings, then try again. Or create an Outfiqe account with an email and password.
The sign-in with Google was interrupted, often because the window was closed or took too long. Choose Google on the sign-in page and start again.
Our team has stopped this account, usually after a rule was broken. The screen shows the reason we gave. If you think it’s a mistake, choose Contact us on that screen.

​
Resetting your password

1

Ask for a reset link

On the sign-in page, choose Forgot password? and enter your email. You’ll see “If that email is registered, you will receive a reset link shortly.” We say this whether or not the email has an account, to keep accounts private.
2

Open the link within an hour

The link in the email works once, for 1 hour. If you see “This reset link has expired. Please request a new one.”, ask for a new link.
3

Choose a new password

It needs at least 8 characters. If you see “This password has appeared in a data breach. Please choose another.”, pick a different one. That password has leaked from another website, so it isn’t safe to use.
After a reset, you’re signed out on your other devices. Sign in again with the new password.

​
Emails

  1. Wait a couple of minutes. Emails can take a moment.
  2. Check your spam, junk and promotions folders.
  3. Check you typed your email correctly.
  4. Ask for a new email. Only the newest one works, so open that one.
If you see “Too many verification requests. Please try again in 15 minutes.”, wait and try once more.

​
Paying

Your order is saved, but it isn’t paid yet. Choose Try again to pay, or View order to check it.
The payment is taking longer than usual to confirm. Your order is saved. Wait a minute, then choose View order to see whether it’s paid.
Give it a few minutes, then open the order again. If it still says unpaid, contact us through Get help with the order number and the time you paid. We’ll match the payment and sort it out.
The order waits on your Orders page, marked Payment not completed. Choose Resume payment to pay, or Cancel order if you don’t want it. It doesn’t cancel by itself.
The reason shows under the option:
  • Your coupon requires a prepaid payment method. Remove the coupon, or pay online.
  • Not available on this account after refused deliveries. Cash on delivery is switched off after two refused deliveries on your account or phone number within a year. You can still pay online.

​
Orders

The brand has already handed your pieces over, so they can’t be cancelled from the order page any more. If the order hasn’t been delivered yet, contact us through Get help and we’ll see what we can do.
On the order, choose I didn’t receive this on your parcel’s card, within 3 days of delivery, and tell us what happened. See your order after checkout.
Raise a support request within 7 days of delivery, with your order number and a few photos. See your order after checkout.

​
The app and notifications

The message only appears after you’ve visited a couple of times. If you chose Not now, it stays away for about two weeks. You can install any time from your browser’s menu. See installing the app.
Safari doesn’t have one. Tap the Share icon, then Add to Home Screen. It has to be Safari, not another browser.
You said no to notifications earlier, so your browser won’t ask again. Turn them back on in your browser’s or phone’s settings for Outfiqe, then reload.
On iPhone and iPad, notifications only work once Outfiqe is on your home screen. Add it, open it from the new icon, and turn notifications on there.
Your connection dropped. Pages you’ve already opened still work. When you’re back online, the banner goes away and everything catches up by itself.