Troubleshooting

Logging In and Password Problems

In this section we will go through a step by step of solving common issues, follow the steps below to resolve your problems.

• Forgotten password and setting a password:

  Reset your password

  If you know and have access to the email address used to access your account, you can reset your password using the forgotten password option.

  Step 1 – Go to https://profile-everyoneactive-dev20.mediablazegroup.com/forgot-password
  Step 2 – Enter your email address into the email field

  Note: If your email address is registered with us more than once, for example on another family member’s account, you may be required to enter your Everyone Active card ID. This will be to identify the account you wish to access / update when logging in or resetting your password. (Card ID can be found on the back of your Membership Card underneath the barcode)
  

  Please be aware that is it not possible to have multiple accounts that use both the same email AND password, the passwords must be different.

  If you do not have a card, or don’t know your card ID then you will need to submit an enquiry.

  Step 3 – Check your email (inbox and spam folders), you will receive an email to reset your password – (Emails can take up to 15 minutes to arrive)

  If you do not receive an email to reset your password, please try again and if the problem persists please submit an enquiry and one of our team will contact you.

  Step 4 – Click on the link in the email and follow the onscreen actions.

  When entering your email address to reset your password, if you get the message “No account found! Member does not exist” – Your email address is not on our database. Please submit an enquiry and one of our team will contact you.

  Setting Your Password (For the first time) 

  To set a password you will require access to the email address used when setting up your account.

  Step 1 – Go to https://profile-everyoneactive-dev20.mediablazegroup.com/forgot-password
  Step 2 – Enter your email address into the email field

  Note: If your email address is registered with us more than once, for example on another family member’s account, you may be required to enter your Everyone Active card ID. This will be to identify the account you wish to access / update when logging in or resetting your password. (Card ID can be found on the back of your Membership Card underneath the barcode)

  Please be aware that is it not possible to have multiple accounts that use both the same email AND password, the passwords must be different.

  If you do not have a card, or don’t know your card ID then you will need to submit an enquiry.

  Step 3 – Check your email (inbox and spam folders), you will receive an email to set/reset your password – (Emails can take up to 15 minutes to arrive)

  If you do not receive an email to reset your password, please try again and if the problem persists please submit an enquiry and one of our team will contact you.

  Step 4 – Click on the link in the email and follow the onscreen actions.

  When entering your email address to reset your password, if you get the message “No account found! Member does not exist” – Your email address is not on our database. Please submit an enquiry and one of our team will contact you.

  Change My Email AddressIf you are able to log into your account, you can update your email address. To do this go to My Details.

  If you no longer have access to your email address or can not log in, please contact us.

  Locked Account:

  Unlock your account

  If you have entered your password incorrectly more than 3 times, your account will be locked. To unlock your account, you will need to reset your password using the “Reset Your Password” process.

• No Account Found:

  Unlock your account

  When entering your email address to reset your password, if you get the message “No account found! Member does not exist” – Your email address is not on our database.

  Please submit an enquiry and one of our team will contact you.

• Cannot Log Into App, But Can Log Into Website:

  Update password

  If you share an identical email address and password with another user then you will be unable to log into the app. You can log into the website by verifying the card ID of the user, however this is not available on the app.

  Please reset the password of the user to ensure it is unique from all other accounts using the same email.