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Former Member
Not applicable

Could someone please explain to me how Strava can create a new profile from Facebook when I already have one?  Years ago when I created my Strava account I logged in via Facebook and have a profile which I have been using successfully for several years.  On Sunday evening, I wanted to explore the possibility of subscribing to Strava and disconnected that profile from Facebook in order to create a more secure login via email.  No password reset was sent to me so I then logged back into Strava via Facebook and was shocked to find that I now have a new athlete profile attached to my email but with no activities logged.  I can still see my original profile as I know my original athlete number and have manually typed it into the web address bar.  My Garmin is also still uploading my activities to my original profile but I cannot log into it.  How can this happen as Strava insists that an account can only have one email address?  I have been trying to contact Strava but have only received an automated reply so far.  This isn't really encouraging me to trust Strava with a financial commitment.  Very frustrating!

2 ACCEPTED SOLUTIONS

Jane
Moderator Moderator
Moderator

Hello @Former Member 

Thanks for posting about this and so sorry to hear of the issues.  This is the kind of problem where Strava Support will need to work with you directly to resolve.  Did you hear back on your Support ticket and has it been resolved?


Jane (she/her)
STRAVA | Community Hub Team

View solution in original post

Scout
Moderator Moderator
Moderator

Hey @Former Member, 
It looks like your support ticket (#2804330) has been responded to. If you need further assistance with your account please respond to the email from our support team. 


Cheers,
Scout (she/her)
STRAVA | Community Hub Team

View solution in original post

6 REPLIES 6

Vijay
Mt. Kenya

Hi Team,

Can someone help me with the issue which I'm facing currently while logging to my Primary account.
I have created ticket for the same 2905355 but did not receive any response. Due to which I have to create another account so as to raise ticket but sadly this bit disappointing from Strava's end and annoying at times as my query is still in unresolved state. Can you please help me here, Thanks in advance. 

Please let me know if any.

Hey @Vijay
Thanks for your post. This inquiry will need to be handled by our Support team. The Community Hub & Strava Support are two different platforms. The Hub is great for general questions and information while our Support team will handle questions that require account access. I see that you're open support ticket; #2905355 is in the queue. Our team will get back to you as quickly as possible. Thanks for your patience.


Cheers,
Scout (she/her)
STRAVA | Community Hub Team

Former Member
Not applicable

Hi Jane and Scout.   I have exchanged a number of messages via Strava support with a helpful colleague of yours called Bryant.  The issue was a very minor error on the email of my original account although I have no idea how that could have happened as the original login was via FB and the email there is correct.  Until the duplicate is deleted, I am unable to correct this error on my original account although Bryant has helped me to create a log in on it so I am now able to fully access it and continue uploading my activities which is a great relief.  Bryant requested deletion of the duplicate account on 30 Jan but I can see it is still on the system.  How long should it take for the account to be deleted?  Many thanks

Hey @Former Member, 
Thanks for the follow up and sorry for the delay. I spoke with our support team and this should be done within the next 24 hours. 


Cheers,
Scout (she/her)
STRAVA | Community Hub Team

Scout
Moderator Moderator
Moderator

Hey @Former Member, 
It looks like your support ticket (#2804330) has been responded to. If you need further assistance with your account please respond to the email from our support team. 


Cheers,
Scout (she/her)
STRAVA | Community Hub Team

Jane
Moderator Moderator
Moderator

Hello @Former Member 

Thanks for posting about this and so sorry to hear of the issues.  This is the kind of problem where Strava Support will need to work with you directly to resolve.  Did you hear back on your Support ticket and has it been resolved?


Jane (she/her)
STRAVA | Community Hub Team

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