Hello!
My name is Geode and I am a member of Strava’s Community Management team specializing in account access inquiries.
So, let me just say it… Login and account issues are frustrating!
But, I have tools and I am here to help. Let’s work together to resolve the issue you are experiencing and get you back into your account.
Start with Step 1 below to diagnose the issue you are experiencing.
Then go to Step 2, the recommended section to troubleshoot the diagnosed issue.
Most likely all the information needed to resolve the issue you are experiencing is included in this article.
Let’s get started!
01Diagnose
We first need to correctly identify the root cause of the issue you are experiencing.
Below are the most common log in, email, and password issue descriptions I hear from athletes. Based on the description, I usually know which direction we need to go to resolve the issue. This does not always seem like a direct path to the athlete I am working with, but trust me as we navigate this journey as I have helped hundreds of athletes regain access to their account.
So read through the list below and find the description that sounds like the issue you are experiencing. Then skip to the recommended section to begin troubleshooting.
Go to Log In Issues:
“I don’t know how to login to my account.”
“I am getting an error message when logging in.”
“The email address associated with my account is misspelled.”
“The email address associated with my account no longer exists.”
“I no longer have access to the inbox of the email address associated with my Strava account.”
“I don’t recognize the email address associated with my account, xxxxx@privaterelay.appleid.com.”
“I forgot the email address associated with my account.”
Go to Email and Password Issues:
“I login with Facebook or Google and would like to change to email/password login.”
“I need to update the email address associated with my account.”
“I need to update my password.”
“I forgot my password.”
02Troubleshoot
We have done the initial diagnosis of the issue, now let’s troubleshoot. Go to the corresponding topic below that relates to the issue we diagnosed. If we uncover a new route to your issue, you might be redirected to another topic to troubleshoot. Stick with it! If we work together, the processes below will help you get back into your account in an efficient manner.
Log In Issues
In this section, my goal is to provide instructions to easily navigate the Log In page. Also included are tips on how to resolve any errors you might encounter. If after trying the troubleshooting tips below you find yourself still unable to login, that might be due to having a different email attached to your primary account. If that may be the case, go to the Find Account section for further instructions.
“I don’t know how to login to my account.”
There are 4 options for accessing your Strava account, via your email/password, or through Facebook, Google, or Apple Sign In.
From the home page, first go to the Log In prompt in the upper right corner of the page.
If you login with email/password, go to the “Log In with Email” prompt and enter associated information.
If you login with Facebook or Google, the email associated with your Strava account will match the email associated with either of those accounts.
“I am getting an error message when logging in.”
If you receive an error message from the Log In prompt, that is due to either the email or password being misspelled. Or, if you receive an error banner that says the email address is already in use, that means you have mistakenly gone to the Sign Up prompt and not the Log In prompt.
“The email address associated with my account is misspelled.”
“The email address associated with my account no longer exists.”
“I no longer have access to the inbox of the email address associated with my Strava account.”
If the email address associated with your Strava account is misspelled, no longer exists, or if you no longer have access to the email's inbox, your Strava account is still accessible. To access this Strava account, go to the login prompt and enter this email address exactly as it is spelled or misspelled along with its associated password. Once into your Strava account, go to the section below entitled “I need to update the email address associated with my account.”
“I don’t recognize the email address xxxxx@privaterelay.appleid.com.”
If you Sign In with Apple, you have opted to "hide your email address" from Strava and Apple will create a separate proxy email address that will look like: xxxxx@privaterelay.appleid.com. That proxy email will connect with the email address associated with your Apple account.
- If you would like to change to an email/password login go to https://www.strava.com/account/recover and enter the email address used in your Apple account. Then you'll need to enter the proxy email address (ex. xxxxx@privaterelay.appleid.com) that Apple assigned to your Strava account. You should receive a link to reset your password within minutes.
“I forgot the email address associated with my account.”
To find the email address associated with your Strava account, on the web go to Profile > Settings. On the mobile app, open your settings from the gear icon in the upper right-hand corner of the Home, Groups, or You tab then select Change Email.
> If after trying these steps you are still having trouble logging into your account, go to Account Access: Locate or Merge Accounts.
Email and Password Issues
To reduce any possibility of future login issues, it is best to always associate your active email address with your Strava account. It should be an easy update, but if there are any issues please see the instructions below to contact Support.
“I login with Facebook or Google and would like to change to email/password login.”
If you would like to change to an email/password login, the best way to do this is to use the password recovery process. Go to https://www.strava.com/account/recover and enter the email address used in your Facebook or Google accounts. You should receive a link to reset your password within minutes.
“I need to update the email address associated with my account.”
“I need to update my password.”
From the Strava website, hover over your profile picture in the upper right-hand corner. Click on Settings from the drop-down menu. Select View Account on the right and Change Password on the next page. Enter your existing password then choose a new password and save. From the mobile app, select the gear icon in the upper right-hand corner and select Change Password.
To update the email address on your account, see instructions below for web and mobile.
Web
- Log into your Strava account at www.strava.com
- Locate your profile photo at the top right corner of the page and hover your cursor over it to reveal the drop-down menu
- Select 'Settings' then find the 'My Account' tab from the menu listed on the left
- Under Login Details, select Change Email Address or Change Password.
- Enter in details and select “Update”.
Mobile
- Navigate to the “You” tab on the lower right of the app
- Select the “Gear” icon on the top right of the screen
- Select 'Change Email' or “Change Password”
- Enter in your new email address and current password and select 'Save'
“I forgot my password.”
You can reset your password by clicking on "Forgot your password?" from the login page. You will need to provide the email address that is linked to your Strava athlete account. After submitting your email address, you will receive an email with instructions and a link to a page where you will be asked to enter a new password.
The email and password reset page will look like the following:
If you did not receive your password reset email, first check your spam folder and search for any emails from Strava. It will come from the email: no-reply@strava.com.
> If you do not receive your password reset email after 2 hours, contact Support. Please provide the account information you are trying to access. If this email is not the same as the one you are writing from, please include the email, account URL, and your date of birth.
> If you have forgotten or are not sure of the email address associated with your account, go to Account Access: Locate or Merge Accounts.
> If you experience any issue updating your email, contact Support. Please provide the email associated with your account as well as a screenshot of any error messages you are receiving.
Geode
STRAVA | Community Hub Team
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