When an athlete can't log in to the Kilo Members app or the athlete portal at app.usekilo.com, the cause is usually an account setup that was never finished or a problem on the athlete's own device. This article covers how to help an athlete who can't log in: resending their login setup email, getting the account activated manually, and gathering the details our Support team needs if the problem continues.
What you can do to help an athlete log in
Resend the login setup email from the athlete's profile
Request manual activation and a temporary password from our Support team
Send the athlete troubleshooting steps they can try on their own device
Escalate with the details Support needs to investigate
Identify the login problem
Start by finding out which of these situations matches what the athlete is seeing.
Situation | What to do |
|---|---|
The account was created recently and the athlete never finished setting it up | Resend the login setup email |
The athlete clicked the link in the setup email but still can't log in | Email our Support team for manual activation |
The athlete reset their password but still can't log in | Send the athlete the device troubleshooting steps |
The athlete sees an error message after opening Kilo | Send the athlete the device troubleshooting steps |
None of the above has worked | Escalate to our Support team |
How do I resend the login setup email?
Open the athlete's profile, click the Action button, and select Send Login Setup Email. Use this when an athlete's account was created recently and they never activated it, or can't find the original email.
Open the athlete's profile.
Click the Actions button.
Select Send Login Setup Email.
The athlete receives an email with a link to finish setting up their account. They need to click the link and save a password before they can log in.
What if the athlete clicked the setup link but still can't log in?
Email hello@usekilo.com with the athlete's name and email address, and our Support team will activate the account manually and set a temporary password. This usually happens when an athlete clicks the activation button in the login setup email but doesn't save a password on the next screen. Because the link has already been used, you can't resend the email, and the system doesn't recognize the athlete until they have a full set of login credentials.
Email hello@usekilo.com.
Include the athlete's full name and the email address on their account.
Our Support team activates the account and sets a temporary password.
What if the athlete sees an error or can't log in after a password reset?
These problems are usually fixed on the athlete's own device, so the steps are ones the athlete takes themselves. After a password reset, a browser may fill in an older saved password automatically. An error message after opening Kilo is often caused by stored data in the browser or the Kilo app.
Escalate a login issue to our Support team
If the athlete has tried the steps above and still can't log in, gather the following before you contact our Support team:
The athlete's full name
The email address on their account
A screenshot of the error message
The device type (iPhone, Android, or desktop)
The Kilo Members app version
Every troubleshooting step already tried
Send these details to hello@usekilo.com so a Support Specialist can investigate.
Helpful tips
Encourage athletes to use one consistent email address for their account
Ask athletes to reset their password instead of creating a new account when they can't log in, since a new account creates a duplicate profile
Review your athlete records for duplicate accounts periodically
If you have questions about athlete login issues in Kilo GMS, our Support team is happy to help. Reach us at hello@usekilo.com.