A couple of key things to check here . . . are there any spaces before or after the email address when you enter it in, have you used another email address at any point or changed it? If when you enter the email address, the box turns a light grey then this means you have entered the correct email. 

If you are still experiencing problems, please contact us on support@eachperson.com and if possible, include a screenshot of the error message you are getting and we’ll look into this for you.