> For the complete documentation index, see [llms.txt](https://help.onform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.onform.com/help/troubleshooting/sign-in-problems.md).

# Sign-in problems

Signed in but your account looks empty, the email sign-in code didn't arrive, or Google or Apple sign-in keeps spinning. Most common cause first.

Works on: iPhone, iPad, Android and web.

Can't get in, or got in but nothing's there? Most of the time you've signed in to a different Onform account than the one you used before. Start with the first section and work down.

## 1. You're signed in, but your account looks empty

No videos, your coach is missing, your plan is gone, or you're asked to pay. This almost always means you're in a **second account**, created by signing in with a different method (say Apple instead of Google), a different email, or on a new phone. Your original account is still there.

1. On the Home screen, tap your profile icon and look under **Logout** to see how you're signed in (for example "Signed in with Google").
2. If that's not the method you used before, tap **Logout** and confirm.
3. Tap **Have An Account? Log In**, then **Log In Another Way**, and choose the method and email you first used.
4. Don't enter your coach's invite code again. Once you're back in the right account, your coach and videos will be there.

More detail: [Sign-in methods and more than one account](https://github.com/Onform-Inc/onform-docs/tree/main/account/sign-in-and-accounts/sign-in-methods-and-more-than-one-account.md).

## 2. The email sign-in code didn't arrive

When you tap **Sign In With Email**, we email you a **6-digit sign-in code**. It's not the invite code from your coach; you enter that after you're signed in.

1. Wait a minute or two, then check your **spam** or **junk** folder, and any "Promotions" or "Updates" tabs.
2. Check the address you typed. If there's no account for that email, no code is sent.
3. Request a fresh code with **Resend Code**. If the app says **Please wait before requesting another code**, wait for the timer and try again.
4. Use the newest code straight away. Codes expire quickly and each one works only once.

If the app says:

| Message                                                     | What to do                                                     |
| ----------------------------------------------------------- | -------------------------------------------------------------- |
| **Code has expired. Please request a new code.**            | Tap **Resend Code** and use the new code right away.           |
| **Incorrect code. Please try again.**                       | Check you're using the latest email. Older codes stop working. |
| **Too many incorrect attempts. Please request a new code.** | Request a new code and type it carefully.                      |

Still nothing after a few minutes? If your account also has Apple, Google or Microsoft sign-in linked, use that instead. Otherwise, email us (see below). If you once unsubscribed from Onform emails, our codes might not reach you, and we can check that for you.

There's no Onform password. If you're asked for one, you're probably on your email provider's or Google's own sign-in page, not ours.

## 3. You can't remember which email or method you used

1. Look at the sign-in screen on a device you've used before. On iPhone and iPad it often shows "You previously signed in with …".
2. Check another device where you're still signed in: tap your profile icon and look under **Logout**.
3. Search your inboxes for emails from Onform, such as your coach's invite or a receipt. The address they went to is a good bet.
4. If you used **Sign in with Apple**, your sign-in email may be a random address ending in **@privaterelay.appleid.com**. That's normal. Just use **Sign in with Apple** again with the same Apple ID.

On iPhone and iPad, if you pick a method and see **Account doesn't exist**, that method has no Onform account. Try the next one.

## 4. Apple, Google or Microsoft sign-in keeps spinning or fails

1. Check your internet connection. Switch between Wi-Fi and mobile data and try again.
2. Make sure Onform is up to date in the App Store or Google Play.
3. Delete the Onform app, restart your device, then reinstall it and sign in again. Videos already uploaded to Onform are safe.
4. If Google sign-in keeps sending you back to the sign-in screen, remove Onform from your Google account's third-party connections (in your Google account's **Security** settings), then sign in again.
5. If you're signed in on another phone or tablet, sign in with a QR code instead: on the signed-in device, tap your profile icon, tap **Sign into another device**, and scan the QR code on the stuck device.
6. Try the [web app](https://app.getonform.com/) with the same method. If it works there, the problem is on that device.

{% hint style="warning" %}
Before deleting the app, check that none of your videos are waiting to upload. Videos that haven't finished uploading are lost if you delete the app. See [Why are my uploads stuck?](/help/troubleshooting/why-are-my-uploads-stuck.md)
{% endhint %}

## 5. "An error occurred" after you deleted your account

If you deleted your Onform account and now see an error when you try to sign in or sign up with the same email, email us from that address. We can check the account for you.

## Still stuck?

Email <support@onform.com> from the email you sign in with, and include:

* The email address you sign in with, and how: Apple, Google, Microsoft or an email code
* Your device (for example iPhone, Android phone, or web browser)
* Your Onform app version ([how to find it](/help/troubleshooting/how-to-find-your-app-version.md))
* A screenshot of your profile screen showing the **Logout** line, if you can sign in at all
* Your coach's or organization's name, if you have one

## Related

* [Sign-in methods and more than one account](https://github.com/Onform-Inc/onform-docs/tree/main/account/sign-in-and-accounts/sign-in-methods-and-more-than-one-account.md)
* [Why am I asked to pay?](https://github.com/Onform-Inc/onform-docs/tree/main/athletes/join-your-coach/why-am-i-asked-to-pay.md)
* [Join your coach with an invite code](https://github.com/Onform-Inc/onform-docs/tree/main/athletes/join-your-coach/join-your-coach-with-an-invite-code.md)


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