Password reset
Signing in to your account
Pristine Classical customer accounts now use Shopify's newer sign-in system. In most cases, you do not need to remember or reset a password. Instead, you sign in using your email address and a one-time code sent to your inbox.
How to sign in
Click My Account at the top of the Pristine Classical website.
Use the email address connected with your Pristine Classical purchases.
If you have used more than one email address over the years, your orders and downloads may not all be attached to the same account.
Shopify will send a short one-time sign-in code to your email address. Enter that code on the sign-in page.
The code is temporary, so use the newest code if you have requested more than one.
Once signed in, open My Downloads to reach your My Music page. This is where your purchased downloads and included MP3 downloads can be found.
What is Shop?
During the sign-in process you may see references to Shop, or be offered the option of signing in through Shop.
Shop is an account and checkout system used by many online stores. It may recognise your email address if you have used it elsewhere, even if this is your first time seeing it on Pristine Classical.
You do not need to install the Shop app or create a separate Shop account in order to access your Pristine Classical purchases and downloads.
The important thing is simply to sign in using the email address associated with your Pristine Classical account and purchases.
Can I change my login email address?
Not directly. Customers cannot change the email address used to sign in to their Pristine Classical account from the website.
If you need your account moved from an old email address to a new one, please contact us directly. Only we can make that change for you.
Please include:
- Your name.
- Your old email address, if you know it.
- Your new email address.
- One or more order numbers, if available.
- Any recordings you remember buying.
This helps us confirm that we are updating the correct account and keeps your downloads attached to the right person.
I cannot find the sign-in code
If the email does not arrive, please check:
- Your spam or junk folder.
- Your promotions or updates folder, if your email service uses one.
- That you entered the correct email address.
- That you are checking the same email address used for your Pristine purchases.
You can request another code, but make sure you use the latest one that arrives.
I no longer have access to my old email address
If your purchases are attached to an email address you can no longer access, please contact us. Customers cannot update the login email address themselves.
Tell us:
- Your name.
- Your old email address, if you know it.
- Your new email address.
- One or more order numbers, if available.
- Any recordings you remember buying.
This gives us the best chance of locating your account and moving it to your current email address.
Do I need to create a new account?
Usually, no. If you have bought from Pristine Classical before, try signing in with the email address used for your previous orders.
If Shopify asks you to confirm your email address with a code, that is normal. It does not necessarily mean your old account has disappeared.
Where are my downloads after I sign in?
Downloads are not always shown in your ordinary order history. To find your music, sign in and open My Downloads.
This takes you to your My Music page, where your available downloads are stored.
More help is available here: Finding your downloads.
Still stuck?
Please contact us through the Help & Support page.
For the fastest help, include the email address you are trying to use, your order number if you have one, and a short description of what happens when you try to sign in.
