Most of the time, "cannot sign in" turns out to be a small typo in the email or password, or signing in a different way from the one used at sign-up. Work through the steps below from the top.
The steps are the same on iPhone and Android.
Step 1: Check your email address
- On the sign-in screen, tap Continue with email.
- Look at the email you typed. Make sure there is no space before or after it.
- Check the spelling, including the ending (.com, .co.uk and so on).
- Make sure it is the email you signed up with. If you have more than one address, try the others.
Step 2: Show the password and check it
- Tap Show at the right of the Password box. The password becomes visible.
- Check capital letters, and whether you meant a 0 (zero) or an O (letter).
- Make sure there is no space at the start or end.
Step 3: Did you sign up with Apple, Google or Facebook?
If you first signed up with Sign in with Apple, Continue with Google or Continue with Facebook, you do not have a VertigoMe password. Sign in the same way you signed up.
- Apple: tap Sign in with Apple (iPhone only).
- Google: tap Continue with Google.
- Facebook: tap Continue with Facebook.
If you cannot remember which one you used, try each in turn.
Step 4: Reset your password
If you are not sure of the password, reset it.
- On the sign-in screen, tap Continue with email.
- Tap Forgot password?. It sits under the Password box, just above the Sign in button.
- On the Reset password screen, type the email you signed up with and tap Send link.
- The screen says Email sent.
- Open your email and look for the reset email. If it is not there within five minutes, check your Spam or Junk folder.
- Tap the link in the email. A page opens where you choose a new password.
- Go back to VertigoMe and sign in with the new password.
Signed in, then sent back?
After you first sign in, VertigoMe shows a Your health data screen once. Tick the box and tap Continue. Tapping Not now signs you out again, which can look like sign-in failed.
Step 5: Check your internet
If the app says "You appear to be offline", open your browser or email. If they do not load either, connect to Wi-Fi or move somewhere with signal and try again.
Step 6: Confirm your email if you are new
If you just signed up with email and have never signed in, you need to confirm your address first. Look for the confirmation email (check Spam or Junk too), tap the link, then sign in.
Step 7: Force-close VertigoMe and try again
On iPhone
- Swipe up from the bottom of the screen and pause in the middle.
- Find the VertigoMe card and swipe it up off the screen.
- Tap the VertigoMe icon to open it again.
On Android
- Tap the square button at the bottom (or swipe up and hold).
- Find VertigoMe and swipe it away.
- Tap the VertigoMe icon to open it again.
Step 8: Restart your phone
On iPhone
- Press and hold the side button and either volume button until slide to power off appears.
- Slide to power off.
- Wait about thirty seconds.
- Press the side button to turn it back on.
On Android
- Press and hold the power button.
- Tap Restart. If you only see Power off, tap it, wait a minute, then press the power button again.
Step 9: Reinstall VertigoMe
Your spins and settings are stored in your VertigoMe account, so deleting the app does not delete them.
- Press and hold the VertigoMe icon.
- Tap Delete app (iPhone) or Uninstall (Android).
- Open the App Store or Google Play, search for VertigoMe and install it again.
- Sign in with the same account you used before.
"Too many attempts"
After several tries in a row, sign-in is paused for a short while as a safety measure. Wait a few minutes and try once more, slowly. If you are not sure of the password, reset it (Step 4).
If none of these work
Write to us at help@vertigome.com with:
- Your phone make and model
- The email address you signed up with
- Whether you signed up with email, Apple, Google or Facebook
- What you have already tried
- The exact error message (a screenshot is best)
We can look up your account and help. Please do not send us your password.
