Beginner's Guide: How do I troubleshoot common issues when signing up?

11/05/2025

AI Summary

If registration shows Account already exists, the phone number or email is already linked to a TikTok Shop or TikTok for Business account—either log in, use SMS code, or reset the password. If you see Reason for rejection, re-upload the exact requested documents in clear, complete JPG/JPEG/PNG/PDF files; screenshots with screen banners or icons are not accepted, and repeated failed submissions may delay approval.

This guide is for prospective sellers who are having trouble registering an account or recovering a password. In this article, we will walk you through simple steps to fix common issues and help you resolve your account problems.

At a Glance:

If you see an "Account Already Exists" error, see the first troubleshooting section.
If you see a "Reason for Rejection" error, see the second troubleshooting section.

"Account Already Exists" Error Message

If an error message appears stating "Account already exists," it means the phone number or email address you entered is already registered. This could be for a TikTok Shop account or a TikTok for Business account (such as the ads platform).

Here are some steps you can take to troubleshoot this issue:

Check the phone number and email address you typed.

If the information was entered incorrectly, select "Change phone number" or "Change email address".

If an account already exists for your phone number or email address, select "Log in".

On the next screen, fill in your login credentials (Choose "Email" or "Phone" depending on how you originally signed up.).

Option 1 (Phone Number): Log in with SMS code

Select "Log in with SMS code".
Select "Send code" (it will send a text message with a code to the phone number that you filled in).
Fill in the code received by text message.
Select "Log in".

Option 2 (Phone Number): Reset Password

Select "Forgot the password?" A text message with a code will be sent to the phone number that you filled in.
Enter the code received by text message.
Fill in the new password in both password fields (must be identical).
Select "Reset Password" (this will reset your password).

Option 3 (Email Address): Reset Password

Select "Forgot the password?" An email message with a code will be sent to the email address that you filled in.
Enter the code received by email into the "Verification code" line.
Fill in the new password in both password fields: "Password" and "Confirm Password".

Please note that both entries must be identical.

Click on "Reset Password".

"Reason for Rejection" Error Message

If information in the submitted documents cannot be verified, additional documentation will be requested. This request will appear in a "Reason for rejection" pop-up banner on the onboarding page.

The message will direct you on the specific issue and the remedial documentation you will need to resubmit. Follow the instructions carefully and re-upload the correct documentation. Please note that repeated submission failures may lead to delays in your account approval process.