I’m unable to login to my account

That’s not good! Follow the troubleshooting steps below to get back into your account:

1.   Do you know your email address and password?

• Yes. Great! If you’ve entered your email address and password, and you can’t login to your account, go to Step 2.
• No. Not a problem. If you don’t remember your password, see: How do I reset my password? If you’re not sure what email address to login with, see: What email address should I use to login?

2.   What happens when you click the “Login” button?

• Nothing happens:

  There may be an issue with your internet connection. If you click the “Login” button and you don’t see a loading animation or an error message, the login screen did not load correctly. Try these steps:

  • Check your internet connection. Make sure you’re connected to the internet and logged in to your Wi-Fi connection if it requires it. Many public Wi-Fi networks require you to sign in first or accept their Terms & Conditions.
  • Try another internet connection. If you’re using Wi-Fi, switch to another network. If you’re using an Ethernet cable, plug the end that’s in the wall into another Ethernet port if possible.
  • Try another browser. There might be an issue with the web browser you’re using. For example, if you’re using Internet Explorer, try using Google Chrome.
  • Contact us. It might not be you — it could be us. Check our Service Status page or contact us and we’ll help you out the best we can.
• The loading spinner constantly spins:

  There may be an issue with your internet connection. There might also be an issue with your network, which is why you can’t login. Refresh the page and try again. If that doesn’t work, first follow the steps above for “Nothing happens”, then try following the steps below for the error message “Sorry, an error has occurred on our servers”. If neither of those help, please contact us and we’ll be happy to help.

• I’m getting an error message:
  • “Your username or password is not correct”

    This means you’re entering either your username or password (or both) incorrectly. Keep in mind that your username is the email address that either a family member or a staff member entered.

    If you don’t remember your password, see: How do I reset my password?

    If you’re not sure what your username is, see: What email address should I use to login??

  • “Sorry, an error has occurred on our servers”

    This means there’s a firewall on your network or a DNS configuration (either on your computer or your network) that’s preventing your computer from accessing our servers. If this sounds confusing, don’t worry! Please contact us and we can fix this for you.

• Something else:

  If you’re part of a healthcare organization or school, try contacting the person or department that manages Frenalytics.

  If you’re a family member, try reaching out to another family member to see if they’re having an issue too, or to see if they can help out.

  If you’re a student, please contact your teacher so they can help you login to your account.

  If something else is happening, and you’re not sure how to fix it, please contact us and we will help the best we can.