If a client is having trouble logging in, there are a few quick ways to get them back into the app.
Log In
Clients can log in using one of the following:
MyCoach app (click here for Apple and click here for Android)
Your custom subdomain link (for example, yourbusiness.coachcatalyst.com)
You can set up your custom subdomain link by going to Account Menu > Settings > Organization Settings.
Problems Accessing Account
🤔 CHECK THE BASICS
Before resetting anything, check the following:
Make sure the client is not trying to log in using the Coach Catalyst coach app, as this is for coaches only.
Their email address is entered correctly (no spaces or typos)
🔐 RESET PASSWORD
If you have checked the basics and the client is still unable to log in, they may need to reset their password.
Clients can reset their own password. To reset a password from the app, open the MyCoach app, then tap Reset Password. To reset a password from desktop, go to the login page and click Forgot your password.
This will email the client their six-digit App Code, which is the same code they received when they first set up their account. They can use this to create a new password.
📨 RESEND WELCOME EMAIL
To resend the welcome email, go to Clients, find the client, then use Bulk Actions and select Resend Welcome Message.
This will resend their original login details, including their six-digit App Code.
#️⃣ CLIENT’S APP CODE
To view a client’s App Code, go to Clients, find the client, click on the client’s name to open their Profile Page, then go to the Dashboard tab.
Under Details, you will see App Code.
This six-digit App Code can act as their password at any time and can be shared with the client when needed. It can also be used to log in as the client if you need to test something on your end.
App Version
UPDATES
We regularly update our Coach Catalyst and MyCoach app when we release new features or bug fixes. These updates are applied automatically, but it can take up to 24 hours for a new version to reach all devices.
To update the app manually, open the App Store or Play Store, search for the MyCoach app, then tap Update.
CLIENT DEVICE AND APP VERSION
To view a client’s device and app information, go to Clients, then click on the client’s name to open their Client Profile.
Go to the Dashboard tab.
Under Details, you will see the client’s device and app information, including their device type and current app version.
This can be helpful if a client is experiencing issues, as it allows you to check whether they may need to update their app or device.