When it happens
When you sign up, sign in or reset your password, on the website or in the app, a message appears and you can't go on. Look for the exact message in the section for what you were doing: each row gives the cause and what to do.
When signing up on the website
The messages appear under the field to fix or in a red box at the top of the form.
| Message | Cause | What to do |
|---|---|---|
| Message asking you to fix the highlighted fields | You selected Continue with a step 1 field empty or still to fix, or while the website was still checking the email. | Each field marked in red says what's missing, for example a request for your first and last name, “Invalid email”, “At least 8 characters” or “Passwords don't match”. Fix it and select Continue again. If no field is marked in red, wait for the circle next to Email to stop spinning and select Continue. |
| “This email already has an account. Sign in instead.” | An account with that email already exists, confirmed or created with Google or Apple. | Select Sign In, under the form, and sign in with that email. If you don't know the password, select Forgot password? on the sign-in page. If you created the account with Google or Apple, sign in with that button. |
| “An account with these details already exists.” | When you selected Create account, the email already had an account that was confirmed or created with Google or Apple, which step 1 didn't detect. This happens, for example, when that account was created in the meantime. | Sign in with that email or create the account with another one. |
| Message asking you to confirm you're not a robot | You selected Create account before the security check finished. | Wait for the check to finish. If the sign-up doesn't continue automatically, select Create account again. |
| “You must accept the Terms of Service and confirm you have read the Privacy Policy to continue.” | The Terms box isn't ticked. | Tick the box that starts with “By creating an account, I accept the Terms of Service and have read the Privacy Policy”. Without it, the Create account button stays disabled. |
| “Select your gender”, “Enter your date of birth”, “Invalid date of birth” or “You must be at least 13 to have an account.” | On a client account, the gender or date of birth is missing, or the date gives an age outside 13 to 100. | Choose the Gender and a Date of birth that gives an age from 13 to 100. |
| “Confirm that you have your parents' authorization.” | The date of birth gives an age from 13 to 15 and the parental authorization box isn't ticked. | Tick the box “I have authorization from my parents or legal representative to create this account.” Without it, the Create account button stays disabled. |
| “Invalid code. Remove it or enter a valid one” | The code in the Code field doesn't exist or is no longer valid. | Delete the code to create the account without it, or enter another one. |
| “We are still checking the code. Try again in a moment.” | MyFitnessClient has not been able to check the code in the Code field yet. | Wait a few seconds and try again. |
| “Too many requests. Wait a moment.”, with a padlock and seconds on the button | There have already been 3 sign-up attempts with the same email in the last minute. | Wait for the countdown to end and select Create account again. |
| “At most 72 characters.”, under Password | The password is longer than 72 characters. | Choose a password of 8 to 72 characters. |
The messages of the last step, such as “Invalid code. Try again.” or “Code expired. Request a new one.”, are in Not receiving the email verification code. The age rules are in Minimum age and accounts for minors.
“Invalid email”: the addresses accepted
On the website, “Invalid email” appears under the Email field of the sign-up form and on the reset link page. The website accepts an address when it:
- is up to 254 characters long;
- before the
@, contains only unaccented letters, digits and the symbols._%+-, and doesn't start or end with a dot; - doesn't have two dots in a row;
- after the
@, has names separated by dots, each starting and ending with a letter or a digit, and ends in a suffix of letters only, 2 or more, such as.comor.uk.
Spaces inside the address, apostrophes and accented letters are rejected. Capital letters are accepted and the email is saved in lowercase. An address like [email protected] is accepted.
To fix the address:
- Check that the address has no spaces, accents or apostrophes, and no dot at the start or right before the
@. - Check that it has no two dots in a row and that it ends in letters, such as
.comor.uk, with no dot at the end. - If it's still rejected, copy the address from an email you received in that inbox and paste it into the field instead of typing it.
- If the address is right and still rejected, for example because it has an apostrophe, create the account with another address.
With the address fixed, the field stops showing “Invalid email” and you can go on.
Sign-up limits
On the website, sign-up accepts:
| Field or request | Limit |
|---|---|
| Full Name | 3 to 100 characters, with first and last name. |
| Up to 254 characters. | |
| Password | 8 to 72 characters. |
| Code | Up to 20 characters. |
| “Other”, in How did you find us? | Up to 120 characters. |
| Date of birth, on a client account | An age from 13 to 100. |
| Sign-up attempts | 3 per minute with the same email. |
| Check that the email has no account, in step 1 | 10 per minute for the same email. After that, the website stops checking until the minute is up; the server checks when the account is created. |
| Accounts per email | One. Creating the account again with the email of an unconfirmed account, on the website or in the app, replaces it and sends a new code. |
When signing in on the website
The messages appear in a red box at the top of the form or under the empty field.
| Message | Cause | What to do |
|---|---|---|
| “Incorrect email or password.” | The email or password is wrong. The same message appears when there's no account with that email and when the account was created with Google or Apple and doesn't have a password yet. | Check the email and password. If you created the account with Google or Apple, sign in with that button. If you don't remember the password, select Forgot password? |
| “Account inactive.” | The account was suspended by the MyFitnessClient team, or it was deactivated for inactivity more than 30 days ago. | Read the article about “Account inactive.”, linked right after this table. |
| “Too many requests. Wait a moment.”, with a padlock and seconds on the button | There were too many rejected sign-ins in the last minute. | Wait for the countdown to end. The rules are in “Temporary lockout”. |
| “Too many attempts. Try again later.” | The account has two-factor authentication turned on and the code was entered wrong 5 times. | Wait up to 10 minutes and sign in again. |
| “Verifying captcha...” | You selected Sign In before the security check finished. | Wait a few seconds. If sign-in doesn't go ahead automatically, select Sign In again. |
| “Field required”, under a field | The email or password was left empty. | Fill in both fields. |
| The Verify your email page opens | The account's email hasn't been confirmed yet. | Enter the 6-digit code you received. If the code is more than 30 minutes old, select Resend code. |
The causes of “Account inactive.” and how to recover the account are in “Account inactive.” at sign-in: causes and how to recover the account. Problems with the two-factor authentication code are in Turn on two-factor authentication (2FA), and the 6-digit code screen in Verify your email with the 6-digit code or the link.
Temporary lockout
- Only rejected sign-ins count: a wrong password, an inactive account or an unconfirmed email. A successful sign-in doesn't count, and neither does a rejection by the security check.
- The limits, per minute: 5 rejected sign-ins for the same account from the same network, 20 for the same account across all networks, and 30 from the same network, counting all accounts together.
- Because only rejections count, many people on the same network, for example in a gym or a school, can sign in at the same time.
- On the website, the button shows a padlock and the seconds left. In the app, a message starting with “Too many attempts.” appears, with no countdown: wait a minute.
When signing in with Google or Apple on the website
The message appears in a notice on the sign-in page. The message starting with “Your sign-in expired.” appears on the screen that completes sign-up.
| Message | Cause | What to do |
|---|---|---|
| “Could not sign in with Google.” | You closed or cancelled the Google window, or the connection to Google failed partway. | Select Continue with Google again and choose the account all the way through. |
| Message starting with “Could not connect to your Google account.” | Google didn't confirm the authorization, for example because the request expired. | Select Continue with Google again. |
| “Could not sign in with Apple.” | Apple didn't confirm the account or the connection failed partway. Closing the Apple window shows no message. | Select Continue with Apple again. |
| “This account's email is not verified.” | Google or Apple returned the email as unverified. | Use another Google or Apple account, or sign in with your email and password. |
| “Account inactive.” | The account was suspended by the MyFitnessClient team, or it was deactivated for inactivity more than 30 days ago. | Read the article about “Account inactive.”, linked right after this table. |
| “This account is already linked to a different Apple or Google account. Sign in with that one or with your email.” | The MyFitnessClient account with that email is already linked to another account from the same provider: another Google account if you used Google, or another Apple account if you used Apple. | Sign in with the Google or Apple account you linked before, or with your email and password. |
| Message starting with “Your sign-in expired.” | On a new account, more than 15 minutes passed on the screen that completes sign-up. | The page takes you back to sign-in. Select the Google or Apple button again. |
| “Too many requests. Wait a moment.” | There were too many sign-ins with Google or Apple in the last minute from the same network. | Wait a minute and try again. |
For “Account inactive.”, see “Account inactive.” at sign-in: causes and how to recover the account. How signing in with Google or Apple works is in Sign in or create an account with Google or Apple.
When resetting your password on the website
When requesting the link
| Message | Cause | What to do |
|---|---|---|
| “Invalid email” | The address isn't in an email format. | Fix it with the rules in “Invalid email”: the addresses accepted. |
| The Send reset link button is disabled | The security check hasn't finished yet or failed, or the button shows a padlock with seconds. | Wait for the check to finish. If it failed, see “Common messages on the website”. With the padlock, wait for the countdown to end. |
| “The security check could not load, which is why the button stays disabled. Disable ad blockers on this page, try another browser, or switch network.” | An ad blocker, the browser or the network blocked the security check. | Disable the ad blocker on this page, try another browser or switch network. |
| “Too many requests. Wait a moment.”, with a padlock and seconds on the button | There have already been 3 requests for the same email in the last minute. | Wait for the countdown to end. |
| “Email sent!”, but the email doesn't arrive | The page shows the same screen whether or not there's an account with that email. An account deactivated for inactivity doesn't get the email either. | Check your spam and promotions folders and make sure you entered your account's email. If your professional added you, ask them which email they used. Then make a new request. |
When choosing the new password
| Message | Cause | What to do |
|---|---|---|
| “Invalid or expired link.” | The link is more than 1 hour old or got cut off. | Request a new link and open it within 1 hour. |
| “This link has already been used.” | You already reset the password with this link, or you requested another link after it. | Open the most recent email. If you already reset it, sign in with the new password. |
| “Invalid or expired recovery link.”, with the fields disabled | You opened the page without the link from the email. | Open the page with the button in the email. |
| “Passwords do not match.” | The two fields don't have the same password. | Enter the same password in both fields. |
| “The new password must be different from the current one.” | You entered the password the account already has. | Choose another one, or sign in with the one you already have. |
| “At most 72 characters.” | The new password is longer than 72 characters. | Choose a password of 8 to 72 characters. |
| “Too many requests. Wait a moment.”, with a padlock and seconds on the button | There have already been 5 attempts in the last minute from the same network. | Wait for the countdown to end. |
The full steps are in Reset a forgotten password.
Common messages on the website
They can appear when you sign up, sign in and reset your password. When the security check doesn't load or doesn't finish, the message appears in its place, with the Try again button. The others appear in the form's red box.
| Message | Cause | What to do |
|---|---|---|
| “Security check failed. Try again.” | The security check expired or wasn't accepted. | The check starts again automatically. Wait for it to finish and select the form's button again. |
| “Failed to load verification”, “Failed to load security script” or “Timed out loading script” | The security check didn't load, for example because of an ad blocker or the network. | Select Try again. If it fails again, disable the ad blocker on this page, try another browser or switch network. |
| Messages starting with “Verification error.” or “Time limit exceeded.” | The security check started but didn't finish. | Select Try again. |
| “Unsupported browser. Open this page in Chrome or Safari.” | The browser can't run the security check. | Open the page in Chrome or Safari. |
| “Connection error. Check your internet.” | The browser couldn't reach MyFitnessClient, for example because it's offline. | Check your internet connection and try again. |
| “Couldn't reach the server. Try again.”, “Error signing in” or messages starting with “Server error.” or “Error creating account.” | A failure on MyFitnessClient's side. | Wait a few minutes and try again. |
If the failure continues, see Server temporarily unavailable or too many requests in a row.
In the app
The app doesn't have the website's security check: it checks the phone automatically, with App Attest on iPhone and Play Integrity on Android. This check fails, for example, on an Android phone without Google services, on a modified phone, on a version of the app that didn't come from Google Play, on an iPhone that doesn't support it, or when the network blocks access to the verification service.
| Message | Cause | What to do |
|---|---|---|
| “The security check did not work on this device. You can sign in on the website.” | The phone didn't pass the check when signing in. | Select Sign in on the website. The sign-in page opens in the browser: sign in there. |
| “The security check did not work on this device. You can reset your password on the website.” | The phone didn't pass the check when requesting the link. | Select Reset on the website and request the link in the browser. |
| Message starting with “We could not verify this device's security.” | The phone didn't pass the check when signing up. | Try again on another network. If it keeps happening, create the account on the website. |
| “Incorrect email or password.” | The same causes as on the website. | Check the email and password, or select Forgot your password? |
| “Invalid email.” | The address isn't in an email format. Unlike the website, the app rejects a space at the start or end of the address and a % before the @. | Delete the spaces. With a % in the address, sign in on the website. |
| “This email is already registered.”, when signing up | That email already has an account that is confirmed or was created with Google or Apple. | Select Sign in, at the bottom of the screen, and sign in with that email. |
| Message starting with “Too many attempts.” | There were too many requests in the last minute. | Wait a minute. The app doesn't show a countdown. |
| “This account is deactivated. Contact support to reactivate it.” | It's the same situation as “Account inactive.” on the website. | Read the article about “Account inactive.”, linked right after this table. |
| “Couldn't sign you in. Try again.” | Signing in with Google or Apple failed. | Try again. |
| “This phone doesn't have Google services. Sign in with your email.” | The phone doesn't have the Google services the Google button needs. | Sign in or create the account with your email and password. If “The security check did not work on this device. You can sign in on the website.” then appears, select Sign in on the website; if it appears when signing up, create the account on the website. |
| Message starting with “Something went wrong.”, when signing up | The server rejected the request, for example an email with an apostrophe in the middle of the name, such as ana.o'[email protected], which the app lets through and the server rejects, or there was a failure on MyFitnessClient's side. | Create the account with another email or try again later. |
| “No connection. Check your internet and try again.” | The phone is offline. | Check the connection and try again. |
| Message starting with “A new version of the app is available.” | The app version is too old. | Update the app in the store and try again. |
| “This app is exclusively for clients” | The account is a professional account. | Select Open web version and sign in on the website. |
For “This account is deactivated. Contact support to reactivate it.”, see “Account inactive.” at sign-in: causes and how to recover the account. To update the app, see A new version of the app is available.
A professional's own app doesn't have the Google and Apple buttons. If you created the account with one of them, set a password through Forgot your password? and sign in with your email and that password.
If this did not solve it
Write to [email protected] and send:
- your account email;
- the exact message that appears;
- what you were doing: signing up, signing in, signing in with Google or Apple, or resetting your password;
- whether it was on the website, with the browser name, or in the app, with the phone model;
- the day and approximate time.
Never send your password.