Why can't I log in to my Octiv account?

Common Causes of Login Failures
Login issues are one of the most common support requests. Most are resolved within a few minutes by checking the email address and resetting the password.

Step-by-Step Resolution
1. On the Octiv login screen, tap or click Forgot Password.

1. Enter your registered email address and submit.
2. Check your inbox for a password reset email. If it does not appear, check your spam or junk folder.
3. Follow the link in the email to set a new password, then log in.
4. If the reset email never arrives, your email address may be on the email suppression list. Contact Octiv Support at support@octivfitness.com.

⚠ Important: Your email address is your Octiv username. Members who signed up with a different email address must use the original sign-up email to log in. Ask your facility to confirm which email is on your profile.

For Facility Admins — Resetting a Member's Password
Contact Octiv Support to perform a manual password reset. Octiv Support will manually reset the members password, send it to them directly & ask the member to change it immediately via My Profile >> Profile >> UpdatePassword as per the directions >> Submit.

Member Profile is Deactivated
If the member's profile was deactivated, a password reset alone will not work. The facility must first reactivate the profile: Members >> Manage >> Search for member >> Reactivate >> Assign Package if needed.

Once reactivated, the member can use Forgot Password or Octiv Support can reset it.