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For coaches: This guide helps you troubleshoot login problems your athletes are experiencing with their CoachIQ Athlete App.

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Common login issues

Most athlete login problems fall into one of these categories and can be resolved quickly.

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Password problems

1

Send a password reset

The fastest solution is to have your athlete reset their password:
  1. Tell them to tap “Forgot Password?” on the login screen
  2. They’ll enter their email address
  3. They’ll receive a reset link within minutes
  4. Have them check their spam folder if they don’t see it
Pro tip: Athletes often forget which email they used. Check your Athletes list in CoachIQ to confirm their registered email address.
2

Verify the correct email

Athletes sometimes try logging in with the wrong email address:
  • Check which email is associated with their account in your Athletes list
  • Confirm they’re using that exact email (not a different personal email)
  • Watch for typos - a single character makes the difference

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App-specific issues

This means either the email or password is incorrect:
  • Confirm they’re using the correct email (check your Athletes list)
  • Have them try the password reset process
  • Make sure they’re not including any extra spaces when typing
  • Check if caps lock is on

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Verification issues

If an athlete previously had access but can no longer log in, they may have been removed from your group and organization.
Check their status:
  1. Navigate to People in your dashboard
  2. Search for the athlete
  3. Verify their account shows in the list
  4. If they’re not in your list, they’ll need to be added back
  5. Click Add User and then enter the email associated with their account.
  6. If their account exists they’ll be added back to your group and organization
Note: Users cannot be deleted once created, only removed from your group and can be added back anytime as an admin.

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Still not working?

If you’ve tried these solutions and the athlete still can’t log in:
1

Gather details

Ask the athlete:
  • What exact error message do they see?
  • What device are they using (iPhone, Android)?
  • Is the app up to date?
2

Contact support

Reach out to CoachIQ support with:
  • The athlete’s email address
  • The specific error message
  • Steps already attempted
Our support team can investigate account-specific issues.
Prevention tip: During athlete onboarding, have them log in while you’re together to catch any issues immediately.