Account Access

Having trouble accessing your coach account? Find solutions for login issues here.

Forgot Password

Reset Your Password

1. Go to the Sign In page
2. Click Forgot password?
3. Enter your email address
4. Click Send reset link
5. Check your email for the reset link
6. Click the link and create a new password

Reset Email Not Arriving

If you don't receive the reset email:

1. Check spam/junk folder - It might be filtered
2. Wait a few minutes - Emails can be delayed
3. Check the email address - Make sure it's correct
4. Try again - Request another reset link
5. Contact support - If still not working

Reset Link Expired

Reset links expire after 24 hours:

1. Go back to the sign-in page
2. Request a new reset link
3. Use it within 24 hours

Can't Log In

Wrong Password

If your password isn't working:

1. Check Caps Lock is off
2. Try typing password in a text editor first to verify
3. Use the Forgot password feature to reset

Wrong Email

Common issues:

• Typos in email address
• Using a different email than you signed up with
• Work vs personal email confusion

Account Doesn't Exist

If you see "Account not found":

• Verify the email address
• You may need to sign up first
• Check if you used social login (Google, etc.)

Account Locked

Why Accounts Get Locked

Accounts may be locked after:

• Multiple failed login attempts
• Suspicious activity detected
• Security concerns

How to Unlock

1. Wait 15-30 minutes - Temporary locks expire
2. Reset your password - Often unlocks the account
3. Contact support - For persistent locks

Two-Factor Authentication

Lost Access to 2FA

If you can't access your authenticator app:

1. Use backup codes - If you saved them during setup
2. Contact support - With account verification details

Setting Up 2FA

To add extra security:

1. Go to Settings > Security
2. Click Enable Two-Factor Authentication
3. Scan the QR code with your authenticator app
4. Enter the verification code
5. Save your backup codes - Store them safely!

Email Verification

Verification Email Not Received

1. Check your spam/junk folder
2. Add our email to your contacts
3. Request a new verification email
4. Check the email address is correct

Verification Link Expired

Verification links expire after 24 hours:

1. Log in to your account
2. Look for option to resend verification
3. Check your email for new link

Changing Your Email

How to Change Email

1. Go to Settings > Account
2. Click Change email
3. Enter your new email
4. Verify the new email address
5. Old email will be notified of the change

Can't Change Email

If you can't change your email:

• Verify you're logged into the correct account
• Check you have access to the new email
• Contact support if the option is unavailable

Deleting Your Account

Before Deleting

As a coach, ensure you:

• Complete or cancel all scheduled sessions
• Notify your clients
• Withdraw all pending earnings
• Download any data you need (session notes, client info, etc.)

How to Delete

1. Go to Settings > Account
2. Scroll to Danger Zone
3. Click Delete Account
4. Enter your password to confirm
5. Account and data will be permanently deleted

What Happens to Earnings

• Withdraw all pending earnings before deletion
• Transaction records are kept for legal/tax purposes
• You won't be able to access earnings after deletion

Multiple Accounts

I Have Multiple Accounts

If you accidentally created multiple accounts:

1. Choose which account to keep (likely your coach account)
2. Transfer any important data manually
3. Delete the extra account(s)

Merging Accounts

We cannot merge accounts. You'll need to:

• Pick your primary account
• Manually move any needed information
• Delete duplicate accounts

Switching Between Client and Coach

If you're both a client and coach:

• Use one account for both roles
• Your coach profile is separate from your client activity
• No need for multiple accounts

Security Concerns

Suspicious Activity

If you notice unusual activity:

1. Change your password immediately
2. Enable 2FA if not already active
3. Review recent sessions in account settings
4. Check your Stripe account for unauthorized activity
5. Contact support if you see unauthorized charges or changes

Account Hacked

If you believe your account was compromised:

1. Reset your password immediately
2. Check for unauthorized changes to your profile
3. Review your Stripe/payout settings
4. Check for unauthorized sessions or messages
5. Contact support for assistance
6. Enable 2FA to prevent future issues

Contacting Support

For account issues we can't solve through self-service:

1. Use the Contact Support form
2. Include your account email
3. Describe the issue in detail
4. We'll verify your identity securely
5. Response within 24-48 hours