Account Access Problems

Most account access problems are caused by using a different sign-in method, an expired password reset link, an expired quiz handoff, or the wrong account email.

Before you start #

• Use the same provider you used when creating the account.
• Password reset links expire after 30 minutes.
• Find Your Coach handoff tokens expire and are single-use for account creation.
• For privacy, password reset requests do not reveal whether an email exists.

Where to find it #

iOS #

1. Open the NutriTracker app.
2. Use Log in.
3. Use Forgot password when using email/password login.

Android #

1. Open the NutriTracker app.
2. Use Log in.
3. Use Forgot password when using email/password login.

Web #

1. Open /login.
2. Use Forgot password or go to /forgot-password.
3. Use /reset-password only from a valid email link.

How to use it #

1. Check whether you originally used email/password, Apple, or Google.
2. Use that same login method.
3. For email/password, tap or click Forgot password.
4. Enter your email and submit.
5. Open the reset email and set a new password of at least 8 characters before the link expires.
6. If a quiz handoff or referral link expired, start again from the original quiz or invite link, or continue with normal login.
7. Sign in again.

What happens next #

• The reset response says that instructions were sent if the email exists. This is intentional for security.
• After a successful password reset, other sessions are invalidated.
• If you use Apple or Google, password reset may not apply because the password is managed by that provider.
• Referral attribution and quiz context are account-linking context. They do not reveal a friend's private answers, goals, photos, or progress.

Troubleshooting #

• The reset link expired. Request a new password reset link and use it within 30 minutes.
• Find Your Coach says the link expired. Run the quiz again or continue with normal signup. Expired handoff tokens should not prevent account creation.
• My referral reward is missing. Rewards appear after the friend completes onboarding. They can be blocked by expired attribution, wrong link, self-referral, existing referred account, reward issuance pause, or the 5-reward monthly cap.
• I used Sign in with Apple and cannot see my email. Apple may use a private relay email. Sign in with Apple again rather than email/password.
• I think I have two accounts. Email help@nutritracker.io with possible account emails and the sign-in providers used. Do not send passwords.
• I am locked out after changing devices. Use the original login provider, then restore purchases if subscription state does not follow on mobile.

Privacy and safety notes #

• Support will never need your password.

Related articles #

• Creating Your Account
• Managing Your Subscription
• Deleting Your Account and Data
• App Not Loading or Crashing