If you're having issues logging into Soulframe, this article will help you troubleshoot them.
Recovering Your Account
If you have lost access to your account, please follow the steps below to recover it:
- Forgot your password
- Forgot or no longer have access to your email
- Your account may have been hacked or compromised: Contact Support
Common Login Issues
Soulframe will temporarily restrict login attempts after repeated unsuccessful tries have been made. If you have already made many attempts to log in, please take a break.
Trying again too soon can cause the timer to start over.
Please be aware that attempting to connect to the Soulframe servers using third-party software, tools, or anything outside of the official game client will cause these timeouts to last much longer.
Incorrect Login Information
Verify Your Email
- Carefully check that you are entering your full account email address and that there are no extra characters or spaces mixed in.
- Make sure the email is the one attached to your Soulframe account and not to an alt account or one for a different game.
Check Formatting and Case Sensitivity
- Type your email and password manually to avoid spaces from copying and pasting.
- Check that "Caps Lock" is off and that your keyboard layout hasn't switched.
Reset Your Password
- Use the Forgot Password page on the website.
- If the email is registered to an account, you will receive a reset link. The system will also confirm the email is not registered to an account if you believe it may be the wrong one.
Troubleshooting login issues not related to your credentials
If you have waited to clear any temporary restrictions and are sure your login information is correct, these steps can help find the cause:
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Server Status and Maintenance
- Before investigating further, check the official Soulframe Discord or our forums for any server disruptions or maintenance that may impact login attempts.
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Restart Your Network Hardware
- Power cycle your router and modem by unplugging them for 30 seconds to reset your network connection.
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Update Windows
- Check Windows and make sure it is fully up to date. Outdated systems can lack the updated certificate authority required to complete secure login attempts.
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Disable VPN or Proxy Software
- If you are running a VPN or proxy, we recommend disabling these to confirm if the traffic they are routing is interfering with your login.
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Check for blocks
- Firewall or routing software can interfere with the delivery of data from login attempts. Fixing it can be as simple as telling that software to allow Soulframe through its filters. Add an exception to all of your firewall and anti-virus software (including Windows Firewall) for "Launcher.exe" and "Soulframe.x64.exe".
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Advanced Troubleshooting (Strict Networks and Routers)
- You may have to manually confirm Soulframe’s ports are permitted if you are playing on a restricted network such as a university campus or your firewall requires manual port rules:
- UDP: 4960, 4965
- TCP: 6695–6699
- You may have to manually confirm Soulframe’s ports are permitted if you are playing on a restricted network such as a university campus or your firewall requires manual port rules:
Contact Support
If your problem is still not resolved after trying all these steps above, please send us a ticket!