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My name is Geode and I am a member of Strava’s Community Management team specializing in account access inquiries. This is the second of two parts of my Account Access series. In Account Access Series, Part 1: Log In, we worked on troubleshooting basic issues like password reset, email update, and locating the email address associated with the account. Now in Part 2, we are going to traverse the bumpy trail of duplicate account issues, so get those trekking poles out!
Note: 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!
We first need to correctly identify the root cause of the issue you are experiencing.
Below are the most common locate or merge account 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 Locate Account:
“I cannot figure out the email address associated with my account.”
“I created an account with an Apple ID.”
“I cannot locate or access my account.”
Go to Duplicate Accounts:
“My email is the same on both accounts.”
“I logged into my account and all the data is missing.”
“I have duplicate accounts.”
“I have two devices and they are both uploading activities into different accounts.”
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.
Locate Account
Each Strava account is associated with a unique email address. If you do not remember which email address is associated with your account, follow the prompts below to assist in finding that information. If those instructions do not resolve the issue, see the steps below to locate the url associated with your account. Then, send that information to Support to help us troubleshoot further.
“I cannot figure out the email address associated with my account.”
“I created an account with an Apple ID.”
“I cannot locate or access my account.”
Strava profiles can only use one email per account so an email address cannot be used to create multiple accounts.
If your account was deleted we are unable to restore or access any of the deleted account's information. After deletion, your account and data cannot be downloaded or recovered.
Read the tips below to help you find the email address associated with your account:
Follow these steps to locate or gain access to your account:
> If after trying these steps you are still unable to find the email associated with your account, contact Support. Please provide any details as to the issue you are experiencing along with the steps you have taken to troubleshoot the issue.
Duplicate Accounts
Duplicate accounts can be created from a variety of methods. Often, they are created by mistakenly going to the Sign Up prompt and entering an email different from the one associated with your primary account. This shows up as “My email is the same on both accounts”, “I logged into my account and all the data is missing”, or ““I have two devices and they are both uploading activities into different accounts.” Whichever the case, if you can access each account, see the instructions below to merge accounts. If you cannot access each account, go to Account Access: Log In, Email, and Password Issues.
“My email is the same on both accounts.”
Strava profiles can only use one email per account. Therefore, one email address cannot be used to create multiple accounts and another email address was used to create your duplicate account.
> To find the email address associated with your account, go to the Locate Account section above.
> To resolve the duplicate account issue, go to the “I have duplicate accounts” section below.
“I logged into my account and all the data is missing.”
Unless you deleted your primary account, logging into an account with missing data means that you created a duplicate account.
> To find the email address associated with your account, go to the Locate Account section above.
> To resolve the duplicate account issue, go to the “I have duplicate accounts” section below.
“I have duplicate accounts.”
“I have two devices and they are both uploading activities into different accounts.”
If one of your accounts is empty, we recommend deleting the empty account and just updating your primary account's email address. You can follow the directions provided below:
If both accounts have activities, here are instructions for merging your accounts and deleting the duplicate. Generally we recommend merging the account with less activities into the account with more activities and/or merging activities from a free account into your Subscription account. Note: If you have more than two accounts, repeat steps 1–3 for all duplicate accounts before proceeding to step 4. Do not export files from the account you wish to keep.
if you are experiencing any of these issues, go to Account Access Series, Part 1: Log In:
For more detail, please refer to our help center article on merging duplicate accounts on Strava.
> If you are having trouble accessing one of your accounts, go to the Locate Account section above.
> If you do not know the password associated with one of your accounts, go to Account Access Series, Part 1: Log In.
> If you have any questions about this process, contact Support. Please provide the email addresses associated with your accounts and the steps you have taken to resolve the duplicate account issue.