A member suddenly can't access their account — what should staff check?

If a member who could use the Octiv app before suddenly can't log in or use their account, check these in order.

Step 1 — Check the member's status

1. Go to Members >> Manage.
2. Set the Status filter to All (the list shows Active members by default), then search for the member by name or email.
3. Check their status: Pending, Active, Suspended, On Hold or Deactivated.
4. If they should have access, activate the member. See Why is a member showing as 'Pending' and unable to access the app?

Step 2 — Reset their password

If their status is fine, ask the member to use Forgot Password on the login screen. See Why can't I log in to my Octiv account?

Step 3 — Update or reinstall the app

If the profile looks fine but the app still doesn't work, ask the member to:

1. Update the Octiv app to the latest version.
2. If no update is available, delete and reinstall the app.
3. Log in again with their registered email address and password.

See How do I find my app version and make sure the Octiv app is up to date?

If the member can log in but can't book classes, see Why can't members book classes?