One customer who had used Netflix for years lost access after an issue involving Xfinity and decided to create a new account using a computer and credit card. The problem was that Netflix would not simply start the signup process. Instead, the site displayed a message asking the customer to sign in to complete the purchase.

If you find yourself in a similar situation, the problem may not be that Netflix signup is unavailable. The email address you entered may already be associated with an existing Netflix account.

Start by Going to Netflix

On your computer, open the web browser you normally use, such as Chrome, Edge or Safari.

Enter the Netflix website in the browser’s address bar and open the site.

You should see an option to enter an email address and begin the signup process. In the support conversation, the customer eventually returned to a Netflix page displaying “Email address” and “Get Started.”

Enter the email address you want to use and select Get Started.

What If Netflix Says “Sign in to Complete Purchase”?

This is where the process can become confusing.

Instead of taking you directly through account creation, Netflix may display a “Sign in to complete purchase” message. In the case described in the support conversation, the technician explained that this can happen when Netflix believes the email address is already connected to an account.

First, try to determine whether the email address belongs to an older Netflix account.

Look for options such as:

• Sign In
• Forgot password?
• An option to use a different email address
• A back arrow that takes you to the previous signup screen

The exact wording and layout may vary as Netflix changes its website.

Try Recovering Your Old Netflix Account

If you previously had Netflix and are using the same email address, recovering the old account may be easier than creating another one.

On the sign-in screen, look for Forgot password? or the equivalent password-recovery option.

Netflix can then guide you through the account-recovery process using the email address associated with the account.

In the support conversation, the customer had lost the page and was unsure what to do next. The technician advised returning to Netflix and starting again rather than assuming something had gone wrong with the computer.

What If You Accidentally Lose the Netflix Page?

This is another situation that can make the process seem more complicated than it really is.

If you close the page, lose your internet connection or simply navigate somewhere else, you can start again.

Open your browser and go back to Netflix.

You may see a large movie or television image instead of the signup box. That does not necessarily mean you are on the wrong website. In the support exchange, the customer reported seeing “The Beast in Me” on the screen rather than the signup options.

If the page looks different from what you expected, look around the top of the screen for navigation options or refresh the page.

You can also use your browser’s refresh button to reload the page.

If the Signup Page Keeps Changing

Streaming websites frequently change their layouts, promotional pages and signup screens. That means instructions based on an older version of the Netflix website may not perfectly match what you see today.

If you are seeing a large movie image instead of the signup form, first check whether there is an option to continue, sign in or begin setting up an account.

If you’re unsure, don’t start clicking random buttons.

Instead, identify the main words or buttons displayed on the screen. Knowing whether the page says Sign In, Get Started, Email Address, or something else can help determine which stage of the process you are actually at.

Using a Credit Card to Pay for Netflix

Once you reach the appropriate account setup and payment stage, you can follow Netflix’s current instructions for selecting a subscription plan and entering your payment information.

The customer in the support conversation specifically wanted to use a credit card for the new subscription.

Before entering payment information, make sure you are on the official Netflix website and that the browser address is correct.

Do You Actually Need a New Netflix Account?

This is worth checking before creating another account.

If your old Netflix account used the same email address, the better solution may be to recover that account rather than create a second one.

This is especially relevant when Netflix itself is directing you to sign in.

Try account recovery first if you recognize the email address. If you cannot recover the account, you can then determine what options Netflix provides for your situation.

What If You’re Not Comfortable With Technology?

There is no reason to rush through the process.

The customer in the support conversation repeatedly explained that the technology was difficult to navigate and eventually decided to close the conversation after the signup process continued to cause problems.

If you’re helping an older family member or someone who isn’t comfortable with computers, the easiest approach is to take the process one screen at a time.

Don’t give them ten instructions at once.

A simple process is:

1. Open the browser.
2. Go to Netflix.
3. Enter the email address.
4. Select Get Started.
5. Read the message Netflix displays.
6. If Netflix asks you to sign in, try recovering the existing account.
7. Continue only after the account issue has been resolved.

This is much less overwhelming than repeatedly starting the signup process.