Troubleshooting Access Issues

To access a Digital Stitch Guide, you must be logged into your account. If you are logged in, and are still having trouble, please keep reading. You may need to request access to the guides.

Request Access
Log In / Create Account

Scenarios That May Disrupt Automatic Access

If any of the following scenarios sound familiar, access may not have been granted automatically. Simply fill out the Request Access form below, and we'll be in touch.

  • First, fill out the request access form below, then create a customer account on following the directions at the bottom of the page. Unfortunately, Etsy doesn't allow us to transfer customer data between sites, so we cannot set this up for you!

  • If you used an alternate email to purchase, your account is most likely set up using that email. Try that before requesting access!

  • The account is likely set up using the purchaser's email address. No worries, we can transfer the access! Fill out the request form explaining the situation, then create an account with the email you want to use. We'll grant the new account access.

  • Stockings ordered long ago may not have automatic access. Just fill out the request form and we can grant access.

  • We send custom thread cards with every custom canvas, but don't create custom digital stitch guides.

    If you ordered a canvas based on one of our existing designs, we can grant access to the original stitch guide for that design. It will likely help with placement of most of the design elements of the canvas :)

    Otherwise, you can check out the resources on our Back of Work blog and YouTube.

Request Access

If you believe you should have access to a Digital Stitch Guide, please fill out the form below with your order number and the email address you used to make your purchase. We'll review your request and grant access as soon as possible.

Accessing Your Account

If you can't access your guide, it's mostly likely that you aren't properly logged in. There are some scenarios where you may need to make an account. Here are step-by-step instructions.

Note: If you're a new customer who hasn't created an account yet, the below process will automatically create your account when you verify your email for the first time.

Step 1: Open the Menu

  • If you are on mobile — Go to any page of our website, and look for the menu icon (three horizontal lines) in the top left corner. Click.
  • If you are on desktop — Go to any page of our website, and look for the account icon (person outline) in the top right corner. Click.

Step 2: Click "Log in"

In the menu that opens, click "Log in" to access your account.

You'll see two options to access your account:

Option A: Sign in with Shop (fastest & recommended)

  • Click the purple "Sign in with shop" button
  • You'll be taken to the Shop Pay login screen
  • Enter your email address
  • Click "Continue"
  • Follow the verification prompts

Option B: Sign in with Email

  • Enter your email address in the email field
  • Click the "Continue" button
  • You'll receive a 6-digit verification code via email
  • Check your inbox for the code (it should arrive within a few minutes)
  • Enter the 6-digit code on the verification screen
  • Click "Submit"

Step 3: Access Your Account

Once you've verified your identity, you'll be logged into your account where you can access your digital stitch guides.

Need additional help?

  • Don't see the verification email? Check your spam/junk folder. Make sure you entered the correct email address.
  • Other questions? Contact us for assistance at info@spider-spun.com.