03/16/26: After Update 3.0.0
After a recent app update, some of your members may have been automatically logged out. When they try to log back in, the app matches their login email to the one you have on file for them. If those two don't match, the app won't recognize them as an existing member — and it'll ask them for an invite code instead.
Here's how to help them get back in quickly.
Why this is happening
When a member reaches out saying they can't log in, it's almost always one of these two reasons:
They're trying to log in with a different email than the one saved in your gym's account for them.
There's a small typo — either in the email you have on file, or in the email they're typing when they try to log in.
What to do
First, look up the member in your Members and confirm what email address you have saved for them. Let them know what it is and direct them to log in using that exact email.
⚠️ Important: Even if they ask for their invite code, please don't share it. Directing them to the correct email is the right move here — sharing invite codes can cause duplicate accounts.
Once they're back in
If the member wants to update their email to a different one going forward, they can do that themselves inside the app without needing your help:
Tap their profile or go to Account Info
Update the email field to their preferred address
Save the changes
Letting them know this upfront can save you a back-and-forth later!
Duplicate account?
If they create a a duplicate account by mistake, reach out to Chalk It Pro support (support@chalkitpro.com) and provide the members name and account email they want to keep. We'll be able to merge them for you.
Still stuck?
If you've confirmed the email is correct and they're still having trouble logging in, reach out to Chalk It Pro support and we'll help get it sorted.