Can't log in? Reset your password or get a new verification link

Most sign-in problems come down to one of three things: a forgotten password, an account that hasn't been verified yet, or signing in with a different email than the one on your account. This article walks through each.

Try these first

• Use the same email your facility has on file. If you signed up with a different email, or your facility created your account for you, you may have two accounts. Ask your facility which email they have.
• Check your spam or junk folder for emails from support@getupperhand.com.
• Request a new link.

Reset your password

1. On the sign-in screen, select [Forgot password?].
2. Enter the email address on your account and select [Reset].
3. Open the email from support@getupperhand.com and select the reset link.
4. Choose a new password and sign in.

If the reset link says "Invalid or expired reset password key" even though you used it right away, your account probably hasn't been verified yet. Verify it first (see below), then sign in. If it still fails, contact support (see below). Don't create a new account, which can cause duplicates.

Verify your account

You need a verified account to book and pay online. When you sign up, we send a verification email to the address you used.

• The link didn't work or says it's invalid: it has probably expired or already been used. Contact support and we'll send you a new verification email.
• You never got the email: check spam, then make sure the email on your account is spelled correctly. If it's wrong, your facility can update it.
• Another parent added you to their family account? If sign-up says your email already exists but password reset says no user exists, the invitation wasn't completed. Ask the parent who added you to add you again, and use the link as soon as the email arrives. Still won't verify? Contact support with the email address on your account.

If you see an error message

If an error appears with a button to contact support, type a sentence about what you were doing before you send it, for example "trying to book a lesson for Sam on Saturday." Messages without a description take longer to resolve, because we have to write back and ask.

Still can't get in?

Contact Upper Hand support at support@getupperhand.com and include:

• The email address on your account
• What you've tried, and any error message (a screenshot helps)
• The facility you belong to

Questions about your membership, bookings, refunds or schedule? Your facility handles those. See Who to contact for what: your facility or Upper Hand.

For facility staff helping a client

• Search for the client by email and name to check for a duplicate profile before creating anything new.
• Check that the email on their profile is spelled correctly. A typo is the most common reason verification emails never arrive.
• If the reset or verification email still doesn't arrive, contact support with the client's name and email.