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asked to log in and then created new account

  • August 22, 2025
  • 4 replies
  • 276 views

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Hi 

I had my account for years and subscription it’s logged me out and asked me to create a new account using same email.

But now lost all data and followers how do I get back pleasw

4 replies

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  • Hub Starter
  • 1 reply
  • August 22, 2025

Same has happened to my wife & sons accounts today. Following for a fix (i hope)


Jan_Mantau
Superuser
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  • Superuser
  • 1758 replies
  • August 22, 2025

You should first try to remember how you originally have logged in and then logout from the wrong new account and login again with the correct account data.


  • 0 replies
  • August 22, 2025

Same thing happened to me yesterday. I haven’t received any response from the support team. Also logging out and logging back in to the “original” account does not work. It makes you create a new account.


Marya
Community Manager
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  • Community Manager
  • 587 replies
  • August 22, 2025

Hi all, 

 

Our team is aware of this issue and rolled out a fix; please update your app to the latest version. If you’re still experiencing this issue after updating, please write to us (email support@strava.zendesk.com) so our team can take a closer look. 

 

👉 In your message, please include:

  • A link to the affected profile (example: https://www.strava.com/athletes/1234567). Here’s a help article if you’re not sure how to find it.
  • Date of birth
  • Weight
  • What bikes or shoes are listed on your account
  • The device you normally record with (include phone model + iOS version if applicable)
  • Whether you’ve hidden start/end points of your activities (and if so, at what address)
  • Any connected third-party services (like Facebook, Garmin Connect, etc.)

If you already have a ticket open, please ensure this information is included in your ticket. This info helps the team confirm account ownership and speed things up when reviewing your respective case.