Sign-in problems: locked out, wrong email, no reset email, Yousuli Help

Try first

Two quick checks before anything more involved:

Right page? Athletes sign in at /athlete-login/. Coaches sign in at /coach-login/. The pages accept the same credentials but route you to the right dashboard.
Right email? Your username is the email on your account, exactly as it was set. Trailing spaces and capitalization matter.

Symptom: "Wrong username or password"

Confirm the email is correct.
Confirm caps lock is off.
Try the forgot-password flow.

If the reset email never arrives, see "no reset email" below.

Symptom: "Account temporarily locked"

The Hub rate-limits sign-in attempts. After several wrong passwords from the same IP and the same account, the combination is briefly locked. Wait 10 to 15 minutes and try again, or reset your password using the forgot-password flow (the reset path is independent of the lockout).

Symptom: No reset email arrives

Possible reasons:

Wrong email: the address you entered is not exactly the one on your account. Double-check.
Spam folder: most legitimate password reset emails end up there at least once. Check spam.
Email delivery delay: some providers add a 1 to 5 minute delay. Wait 10 minutes before retrying.
Account does not exist: if you signed up with a different email, the reset on this one will silently succeed (the system does not confirm whether an account exists, to prevent enumeration).

If after 30 minutes there is still nothing, email admin with the name on your account and the email you think you used. Admin can look up the actual address.

Symptom: "Your account is inactive"

Two main causes:

Coach account in lockout after 30-day billing grace: see Closing your coach account. Resolve by re-paying or contacting admin.
Admin disabled the account for a specific reason (security, support). Contact admin for context.

Symptom: Signed in but landing on the wrong dashboard

If you sign in at /coach-login/ but your role is athlete, you may be routed to the athlete dashboard.
If you sign in at /athlete-login/ as a coach, you may be routed back. The login pages are role-aware.

Use the dashboard you actually want from the top nav after signing in.

Symptom: Signed in but cannot see anything

Likely role / permission issue:

You are a fresh assistant coach but the head coach has not yet assigned you to a team.
You are an athlete with no active coach (the dashboard works but feels empty).
You are a coach with no athletes on the roster yet (use join links or invite athletes).

This is not really a sign-in problem; it is a relationship-setup problem.

What to send admin if you escalate

Your account email.
The exact error message.
Which login page you used.
Approximate time you tried.
Browser and device.

Sign-in problems: locked out, wrong email, no reset email