1. The invitation link was never completed
A client's account does not exist until they have opened their invitation link and completed the setup (name, password).
If your client says "I can't log in" and has never been inside the app, this is the most likely reason. They may have missed the email or assumed they were done after paying.
Fix: Copy the client's invitation link from their profile and send it to them directly - SMS or DM works great if email is unreliable. Once they complete the setup, they can log in.
2. Our emails never reach the client
If the invitation or password reset email does not arrive, check in this order:
Spam and other folders. Ask the client to search their inbox - in Gmail this also covers Promotions, Updates, and filtered mail. Personal Gmail filters can auto-archive or even delete our emails.
A typo in the registered email address. This is the sneaky one. If the address was entered with a small misspelling when the client was created, every email - invitation, reset, receipts - goes to an address that does not exist. Ask the client to spell out their exact address letter by letter and compare it to what is registered on their profile.
If the address is wrong: update it by going to the client and click Info --> Personal Information.
If the address is correct and still nothing arrives: write to us - we can check in our email logs whether the emails are being delivered, bouncing, or blocked, and fix it from there.
3. "Invalid credentials"
This message means one thing: the email/password combination is wrong. It is not an account error. The client should double-check what they are typing or use Forgot password to reset. If the reset email never arrives, go back to cause 2.
4. Reset email blocked or "Invalid reset link"
For security, we send max one password reset email per client every 30 minutes. That counts both the client's own Forgot password and the reset button on your side. So if the client already asked for one, your request is blocked, and the other way around.
The link in the reset email works for 30 minutes and only once. An old or already used link shows "Invalid reset link".
What to do:
Ask the client to find the newest reset email (also in spam, Promotions and Updates) and use it right away.
Nothing arrived, or the link is too old? Wait 30 minutes, then send one new reset, either from the client's Forgot password or from your side, not both.
5. One email - two accounts
The same email address can be used for both a coach account and a client account. You can switch between them inside the app from Profile, each account keeps its own unread counts, and notifications show which account they belong to. So a coach who is also your client, or a client who coaches on Coachway themselves, no longer needs a second email address.
But my client already works with another coach on Coachway? They can use the same email with you. The app only remembers the coaches from the client's last login, so a new coach does not show up until they log in again. Ask the client to log out of the app and log back in with the same email. They can then choose you, and your onboarding form appears.
They do not need a new email address.
If they still cannot see you after logging in again, write to us in the chat and we will sort the accounts.
Before you contact us - 60-second checklist
Has the client completed the invitation link? If not, resend it (SMS/DM works).
Ask the client to copy-paste their email into the login/reset field instead of typing it.
Search the inbox for emails (covers spam and filtered mail).
Compare the exact spelling of the client's email with what's registered.
When you write to us
Include the client's full name, the exact email address on their profile, what the screen says when they try (a screenshot is perfect), and whether they have ever been logged in before. With those four things we can almost always solve it the same day 😊 🫡