Is your customer receiving errors when trying to sign up for or sign into the member portal? This article will help walk you through common messages and solutions that customers may experience with the member portal!


To begin: if your customer is accessing the member portal either through the app or a web browser for the first time, they will need to select "I'm a New User" (#1).

If they are returning, they will select "Sign in" (#2).


"I'm a New User" Troubleshooting

If your customer receives this error when signing up as a new user:

or if entering an email shows that the email is already in use:

this means that the customer has probably already accessed the app.

How To Resolve This Issue:

First, visit the All Customers section and search their name.

If they have accessed the app, there will be a member portal icon next to their name.

If they have signed in using Google, Facebook, or Apple ONLY then there will be no username listed:

Your customer can either sign in to the app as a New User (using the same email address/phone number that is associated with their account) OR click the sign in with Google, Facebook, or Apple button.

If your customer has signed in using an email and password at any point, you will see a username listed:

Your customer can simply click "Sign in" when logging into the app and either use their username and password OR sign in with the Google, Facebook or Apple buttons.

If they forgot their password, they can just click "I forgot my username and password" and an email will be sent to the address associated with their account:


"Sign In" Troubleshooting

If your customer is trying to sign in to the app and is receiving this message:

then they have not accessed the app yet.

How To Resolve This Issue:

Have your customer select "I'm a New User" instead.

If they are receiving this message:

then the login info was entered incorrectly.

How To Resolve This Issue:

If they have signed in before using Google, Facebook, or Apple ONLY then they will not have a Username/password associated with their account.

Your customer can either create a new username/password by signing in to the app as a New User (using the same email address/phone number that is associated with their account) OR they can just click the sign in with Google, Facebook, or Apple button.

If they do have a username and password but are still getting the error, have your customer try resetting the password by clicking "I forgot my username and password."

You can verify that they have a username/password in the All Customers section by searching their name:


Customer Can Log In, but Can't See Membership Details or Register for Classes

If your customer can log into the app, but can't find a participant's details or has trouble registering for classes then they likely have multiple buyer profiles in your system.

How To Resolve This Issue:

Search for your customer's name in the All Customers section.

If the name shows up with more than one customer type or app user type account, the accounts will need to be merged.

Learn more about how to merge buyer profiles here!

PLEASE NOTE: This issue can also be caused if the participant is under a different buyer profile than the one they are logged into the app with (for example: the participant's membership is under one parent's profile but the other parent is signed into the app).

To resolve this, either merge the profiles, as mentioned above, or ask the customer to sign in with their other profile!

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