When a member can't sign in

Most sign-in problems come down to the wrong email, a forgotten password or an old version of the app. Work through these in order.

Check the email they used

1. 1Open Members and use the search box at the top to look up the member by name.
2. 2Compare the email on their profile with the one they're typing. Members often sign up with a personal email and later try a work one.
3. 3If you can't find them by name, search by the email they gave you. If nothing comes up, they may never have finished signing up.

Reset the password from the app

Ask the member to use the forgotten-password option on the app's sign-in screen. The reset email goes to the address on their account, so ask them to check their spam folder if it doesn't arrive.

On the TV

The TV app signs members in by scanning a code with their phone. If they're stuck there, first check they can sign in on the phone, then follow the steps in the TV sign-in article.

Still stuck

• Ask them to update the app from their phone's app store.
• Check the Support inbox in case they've already written in from another device.
• Contact your account team with the member's email and the device they're using.