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 . 2. Enter your registered email address and submit. 3. Check your inbox for a password reset email. If it does not appear, check your spam or junk folder. 4. Follow the link in the email to set a new password, then log in. 5. 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.