Movable Type Knowledge Base: Your User Record Could Not Be Found

Question

When I try to log into Your Account, I get an error message that says "Your User Record Could Not Be Found".

Answer

A Movable Type account will not exist for you until you download a 3.x license using your registered TypeKey name. You must first select a license from our Pricing page and then log in with the TypeKey username when prompted. Downloading the license is what creates the account in our system.

Paid Licenses

If you paid for a supported license, you'll need to use the order number link from your email receipt to download that specific purchase into your account, or support options won't be enabled.

Take the following steps to set up Your Account:

Register at TypeKey. Please remember to confirm the registration by following the instructions in the confirmation email which will be sent out to the email address you submitted. After you successfully confirm the registration, you should see a "Thanks for registering" message on the screen.
Paste the order link from your purchase receipt into your browser and hit enter. It will look similar to the following URL, but will contain your own unique order number:
```
https://secure.sixapart.com/t/store?__mode=login&order_id=123456789&portal=us
```
If you see a "Login with TypeKey" link, then log in with the username and password created above.**
Download your purchase.
On the page that says "Your Movable Type download", you should see a link to "View your account". Click that link and you should now see your account page, with the license and key shown.
Anytime you need to access your account to view your license or open a support ticket, you can log in with your TypeKey name directly at Your Account.

** If you get an error that says something like "No purchase on deck" or "Shopping cart has expired", log into TypeKey first and then paste the order number link into the address window. When you hit enter, you should see the "Login with TypeKey" link again; just click it and you should be able to continue with the remaining steps from there.

Hosting Partner Clients

If you purchased the add-on Movable Type package through one of our hosting partners, this does not include personal support from Six Apart, so an account will not exist for you in the Your Account system. You would need to contact the host directly for any support issues you have, or search/post on the Community Forum.

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