---
title: Why can't I log in to my Octiv account?
description: Understand the most common reasons you may be unable to log in to your Octiv account and how to resolve them.
---
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# Why can't I log in to my Octiv account?
## Troubleshooting member login failures
**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.
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