That’s not good! Follow the troubleshooting steps below to get back into your account:
1. Do you know your email address and password?
2. What happens when you click the “Login” button?
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:
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.
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??
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.
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.
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