Set up my glowforge but the site doesn't recognize my purchase

I got my glowforge pro, set it up, got it connected and when I go to the dashboard to upload designs, the site sends me to despite the fact that I’m signed in. I even tried signing out then signing in again.
My purchase shows in my profile but the site doesn’t recognize it so I can’t proceed.
Any advice? I have an email in to glowforge, but I know it will be Monday or later before I hear back and I’d really like to start testing my designs.

You have already gone throught the setup process on ?

There’s a video that can help you setup your Glowforge if you’re having trouble. Might want to give this a try:

1 Like

Yes, I did do the set up and the site recognized my glowforge. The manual doesn’t tell you where to go next. After reading your email, I went to the set up page and went through the connection again just in case there was more information at the end.
Even though my account shows my purchase, the set up page doesn’t. It simply sends me to the home page to decide if I want to purchase a glowforge or not. The page it sends me to is this: so I went through the set up again. Just a vicious circle and I can’t get any farther than that.

1 Like

Arrrrgh! That’s frustrating. I can’t think of anything else to try, so I guess Staff will have to help you. Sorry!

Thanks so much. I am waiting on a reply from them and unfortunately, can’t move forward until they respond. So disappointed that they don’t have better customer support.

Have you tried a different browser?

Any chance you purchased under a different email? I had that issue at first, didn’t even think about it!


I can sign in just fine with the email address I used and I did try another browser, but still no luck. Guess I’ll have to just sit on my hands and wait for customer service to get back to me. Thanks for your input.

Thank you for your suggestion. I did try a different browser this morning but it still sends me to I hope customer service will get back to me tomorrow.

1 Like

I see you already emailed us about this and we’re working on it there, so I’m going to close this topic.