I can't log in to Sports Cloud or the Firstbeat Sports apps

This article explains how to fix login problems in Firstbeat Sports Cloud, the Firstbeat Sports: Coach app and the Firstbeat Sports: Athlete app.

Symptom

You cannot log in because you forgot your password or username, the reset or registration email does not arrive, your credentials do not work in an app, or the app says that you are too young to register or asks for a license code.

Cause

• Your username is not always your email address.
• Coach and athlete accounts are different. Coach credentials work in Sports Cloud and the Coach app. Athlete credentials work in Sports Cloud and the Athlete app.

Solution 1: Reset a forgotten password

1. Request a reset link. On the Sports Cloud login page or the app login screen, choose Forgot password and enter your username. The reset link is sent to the email address in your profile.
2. Set a new password. Open the link in the email and set a new password.
3. Log in. Log in with your username and the new password.

Solution 2: You forgot your username, or the reset or registration email does not arrive

1. Check your email. Wait a few minutes and check the spam or junk folder. Make sure you typed your username exactly.
2. Athletes: contact your coach. Your coach can see your login details in Sports Cloud > Team Management and send your credentials again. The coach contacts Firstbeat Support if needed.
3. Coaches: contact Firstbeat Support. Email support@firstbeat.com and give your name and your team or account name.

Solution 3: Login works in Sports Cloud but not in the app

1. Check the app. Coaches use the Coach app and athletes use the Athlete app. To use the Athlete app as a coach, create an athlete profile with your email address and send the credentials from Team Management.
2. Sync your data. If possible, download the measurements from the Sensors and sync the app first. Data on the device that is not synced is lost when you delete the app.
3. Reinstall the app. Delete the app and install the app again from the App Store or Google Play.
4. Log in. Use the same username and password as in Sports Cloud.

Solution 4: The app says you are too young to register or asks for a license code

You have likely downloaded the Firstbeat Life app by mistake. Firstbeat Sports apps have no age restrictions and do not need a license code to register or log in.

1. Uninstall the Firstbeat Life app. Delete the Firstbeat Life app from your phone or tablet.
2. Install the right app. Install the Firstbeat Sports: Athlete app or the Firstbeat Sports: Coach app from the App Store or Google Play, and log in.

Solution 5: No one in your organization can log in

1. Ask your Admin. Ask the Admin of your account to contact Firstbeat Support at support@firstbeat.com.
2. Contact Firstbeat Support yourself. You can also email Firstbeat Support yourself. Firstbeat contacts someone from your organization to confirm the request before giving access.

If the problem continues

Ask the Customer Agent chat on this page or email support@firstbeat.com. Include as much information as possible to help us solve the issue faster.