Account & Login Issues
Common Account & Login Problems:
"I can't log in" • Check that you're using the correct email address • Verify your password is correct (passwords are case-sensitive) • Try resetting your password if you've forgotten it • Make sure your account hasn't been archived by your trainer • Clear your browser cache and cookies • Try using a different browser or incognito/private mode • Check if your browser has any extensions blocking the login
"Password reset not working" • Check your email spam/junk folder for the reset link • Verify the email address matches your account exactly • Reset links expire after 1 hour - request a new one if needed • Check if your email provider is blocking automated emails • See "Password Reset Troubleshooting" section below for detailed steps • Contact support if reset emails aren't arriving after checking spam
"Account creation failed" • Ensure your password meets all requirements: - Minimum 8 characters (maximum 128) - At least one lowercase letter (a-z) - At least one uppercase letter (A-Z) - At least one number (0-9) - At least one special character (!@#$%^&*()_+-=[]{}|;:,.<>?) • Check that your email address is valid and not already in use • Verify all required fields are filled in • Make sure you've accepted the Terms of Service
"Password requirements not clear" • Real-time validation shows errors as you type • Password field turns red if requirements aren't met • Error messages explain exactly what's missing • See "Password Requirements" section in Getting Started for full details
"I forgot my password" • Click "Forgot Password" on the login page • Enter your email address • Check your email for reset instructions (check spam folder!) • Follow the link to create a new password (must meet requirements) • The reset link expires after 1 hour for security
"I didn't receive my setup email" • Check your spam/junk folder (emails from your trainer's business) • Verify your email address is correct in your client profile • Wait 1-5 minutes for email delivery • Ask your trainer to resend the setup email (they can click "Send Setup Email" on your profile) • Setup links expire after 1 hour - request a new one if needed • See "Send Setup Email to Manually Added Clients" section for detailed troubleshooting
"Account locked or suspended" • Contact your trainer or business owner • Check if your account has been archived • Verify your subscription is active • Contact support for account access issues