My client can't log in or sees "no account exists" — how do I help them?
Diagnose why a client can't sign in — unfinished setup, the wrong address, the wrong app — and get them into the client app.
Almost every "I can't log in" report comes down to one of four things: the client never finished account setup, they're using a different email address than the one you invited, they're trying the wrong app, or they've simply got the password wrong.
Start with their status on your Clients page. Pending means they haven't finished setup and cannot sign in yet; Active means they have a password and should be able to.
The client is still Pending
A pending client has no password. They can't sign in, and Forgot password? doesn't help them either — they get no reset email and are told their account hasn't been set up and to use the setup link from their coach.
- Open their profile and click Resend invitation, confirm the email address, and send — or click Copy invite link and send the link over chat or text yourself.
- Have them open the link and set a password on the signup page.
- Have them install the client app and sign in with that email and password. Finishing setup on the web doesn't sign them in anywhere.
Invitation links never expire, and a resent invitation carries the same link as the original.
Their invite link says "Invalid signup code"
The link is single-use. That page means either the link is wrong, or the account has already been set up — in which case they should stop using the link and just sign in to the client app with the email and password they set.
If they genuinely never completed setup and the link still fails, send a fresh invitation from their profile.
The forgot-password page says no account exists for their email
That message means the address they typed isn't registered. Check for typos, and check which address you actually invited them with — it's on their profile, and their invitation email shows it too.
If they signed up with a different address than the one you used, that's the one to reset against.
They're signing in to the wrong app
Coach accounts and client accounts are separate types, and each app only accepts its own. A client account can't sign in to the coach dashboard or coach app, and a coach account can't sign in to the client app. Signing in to the wrong one shows a message pointing to the correct app.
If someone is both a coach and a client, they need two accounts with two different email addresses. On a coach-branded client app, an account belonging to a different coach can't sign in either.
Sign-in error messages and what they mean
| Message | What it means |
|---|---|
| Email or password is incorrect. | The email address isn't recognized |
| Password is incorrect. | The address is known, the password is wrong |
| Your account has been flagged, please contact customer support to continue. | The account is blocked |
| There was an error trying to login to your account. | The client is still Pending and hasn't set a password |
| Your session has expired, please login to continue. | They were signed out after the session lapsed |
Things to watch out for
- There's no sign-up option inside the client app. Every client account is created by a coach and activated through the invite link.
- Changing a password doesn't sign other devices out — every device already signed in stays signed in until it logs out.
- If a client with a branded app sees "This app is no longer available", that coach's white-label app has been ended. Their account and data are intact.
Quick answers
The invitation went to the wrong email address — what do I do?
While the client is still Pending, open their profile, click Resend invitation, and correct the address before sending. The new address becomes their login.