If your account was created past December 4, 2019 and you’re still having trouble logging into Stridekick, or this is your first time creating an account in Stridekick, please review these common troubleshooting tips for log in and sign up issues.
Common Errors & How to Troubleshoot
Error: We don’t recognize that email address
If you’re seeing the error message “We don’t recognize that email address” when trying to send yourself a password reset email, that means the email address you’re entering now is not an exact match to any existing email we have in our system.
It's important to know that emails in Stridekick are case-sensitive. This mean if you signed up using the email address example101@Stridekick.com and are now trying to log in with firstname.lastname@example.org, our system will recognize these as 2 separate address. Please make sure you're entering your email exactly as you entered it upon sign up.
If you aren’t sure how your email was entered upon sign up, please reach out to our support team by following the steps at the bottom of this guide for further assistance.
Error: An unknown error occurred
If you’re seeing the error message “An unknown error occurred” when logging into your Stridekick account, please try hard closing or force quitting the Stridekick mobile app or refreshing your web browser and then trying again. If the issue persists, please contact our support team by following the steps at the bottom of this guide.
Error: Verification code is incorrect
Verification codes expire after 24 hours, so you may need to resend yourself a new code if it’s been more than 24 hours. In addition, you’ll need to confirm you’re using the most recent code that was sent out, as all previous codes will no longer be valid.
Other Troubleshooting Tips
I’m not receiving a verification code via email
If you’re not receiving a verification code in your email, please double-check the email you're entering to make sure there aren't any typos. After that, please double-check your Junk or Spam folder to ensure the email didn’t end up there. The email should be sent from email@example.com and titled “Your Stridekick Verification Code.”
If you still don’t see your verification email and you’re using a work email address, we’d recommend trying to create your account with a personal email address instead, such as a Gmail account. This is because some work email servers can block our verification code emails, preventing you from receiving the code.
If you’re already using a personal address and you’ve double-checked your spam folder, please try resending an email with a new verification code to your address. Please only try this once or twice—if you resend too many codes, you may have a temporary block placed on your account for sending too many requests.
Still Having Trouble?
If you’ve followed these troubleshooting tips above and are still having trouble logging back into your account, please contact our support team.
When you reach out, please let our team know the email address you’re trying to log in with and include any screenshots from the app to show what you’re experiencing.