We know login issues can be frustrating and we’re here to help! Some common issues that could be causing you to be unable to log in are:
Your new password hasn’t registered with our system yet.
It can take up to 2 hours for your new password to register with our system. If it hasn’t been 2 hours since your reset, we recommend waiting a little longer for the change to take effect.
Your password reset wasn’t successful.
If your new password still isn’t working after 2 hours, you can attempt to reset your password again. Reset links can only be used once, so you’ll need to request a new password reset link to perform a second reset.
Your account is linked to an email other than the one you’re attempting to log in with.
Occasionally, your phone may have auto-filled an email address other than the one you intended to sign up with or there may have been a typo in the email when you signed up. To verify which email your account is linked to, you can reach out to our Support Team for assistance.
Additionally, if you signed up with an Apple device, your email address may be hidden. If you need help finding out if this is the case, our Support Team can help with that as well!
Your login method isn’t set to email and password.
To check if this is the case, you can reach out to our Support Team. If your login method isn’t set to email and password, we’ll be able to fix that for you right away!
There’s a typo in your password.
When you set up your login credentials, there may have been a typo in your password. If this is the case, you’ll need to reset your password, which you can do with this password reset link.
Keep in mind that it may take up to 2 hours for your new password to be registered with our system and it has to meet our recommendations to be accepted. We recommend that your password contain a combination of 8 letters, numbers, and symbols.
Your phone’s autofill is populating incorrect information.
To check if this is the case, take a look at the email/password that your phone is auto-filling to ensure that it’s correct.
You haven’t redeemed your UPID.
If you didn’t redeem your UPID after signing up, you won’t be able to log in or reset your password as a password hasn’t been created yet.
Error Messages and Troubleshooting
| Error Message | Troubleshooting Steps |
|---|---|
| Not connected to the Internet | Wait 2-3 hours after the password reset and then attempt to log in again. |
| Something went wrong | Verify that you’re logging in with the correct email address. Verify that the password you chose meets the password requirements. Make sure you’ve redeemed your UPID Make sure you selected the option to log in with your email address (not Facebook, Apple ID, or Google+ ID) when you created your account. |
| Safety first! For security purposes, you’ve been logged out. Please log in to continue. | Reinstall the app and then attempt a password reset. |
| Something’s Not Right | Verify that the password you chose meets the password requirements. Make sure you’ve redeemed your UPID Make sure you selected the option to log in with your email address (not Facebook, Apple ID, or Google+ ID) when you created your account. |
| Sorry, incorrect password. Try again. | Wait 2-3 hours after the password reset and then attempt to log in again. |
Need additional help? Contact us!
If you continue to have trouble logging in or have any further questions, please don’t hesitate to reach out to our Support Team for help! You can either chat with us by tapping the orange chat bubble on the bottom right of your screen, or you can email us via our Contact Support form.
