Audience: Couples

Overview

If you're encountering an issue where your email is not recognised, and your account was set up before 2025, this is likely due to Prezola’s transition to a brand-new website and platform that launched at the start of 2025.

What Changed in 2025?

- Accounts created before 2025 are no longer accessible via the new Prezola site.

- Guest purchase information and any unclaimed gift balance from your old account is still stored securely by our team.

- However, your new account will not carry over any previous guest purchase history or itemised gift list data.

How We Can Help

Our Customer Service team is here to help you get set up again. If your old account had an unclaimed balance, we’ll be happy to review it and, if eligible, transfer the funds to a new Prezola account for you to use on our new site.

What to Expect from Your New Account

- The new account will contain a blank gift list, giving you a fresh start to add the items you want.

- You will notice a new and improved dashboard experience with some exciting new features.

- Gift selection and ordering work similarly; simply add gifts to your list, then go to 'Place Order' to add them to your basket and check out.

- Your balance can be viewed anytime under the 'Account balance' section.

- You can track your order progress under the 'Track Order' page and book deliveries (including Saturdays) once gifts have arrived at our warehouse.

Need Help? Here’s What to Do

Please get in touch with our Customer Service team and share the following information:

- Your full name

- The email address originally linked to your Prezola account

- Your wedding date (if known)

We’ll verify your details, review any remaining balance, and help you set up your new gift list on the current platform.

📧 Email: [email protected]

📞 Phone: 0800 488 0082

Chatbot Summary Version

Q: I can’t access my old account - it says I don’t have an email.

A: Prezola launched a new website in early 2025. If your gift list was created before then, you'll need to contact us to create a new account. We’ll help transfer any unclaimed balance and guide you through the new dashboard setup.