I can't sign in, or I signed up with the wrong email

Summary: Each VOLO™ account belongs to one email address, so most sign-in problems come from using a different email, or a different way of signing in, from the one you joined with.

Sign in the way you joined

• Email: on the sign-in screen, enter your email under Email Address, tap Continue, then enter your password and tap Login.
• Google or Apple: under Or continue with, tap Google or Apple. The Apple option appears on Apple devices only.
• If the sign-in screen shows Last used, tap the option underneath it. It shows how you last signed in on this phone.
• If you enter your email and the app then offers Continue with Google or Continue with Apple, your account was set up that way. Tap it instead of looking for a password.
• If you joined with Apple and chose Hide My Email, your account uses a private Apple relay address instead of your usual email. Keep signing in with Apple.
• If you joined with your email, including for the Eudēmonia study, sign in with Email, not Apple. Apple can sign you in with a private relay address instead of your email, which creates a second, empty account. If that's already happened, delete the extra account while you're signed in to it (see I signed up with the wrong email below), then sign in with your email.

Signing in with email for the first time

When you join with your email, we email you a temporary password. Enter it on the sign-in screen. The app then asks you to Set a New Password: enter it twice and tap Save password. Can't find the email? See I didn't get an email from VOLO™.

I signed up with the wrong email

• Tapping Continue with an email that has no account creates a new account for it. If you mistyped your email, tap the back arrow at the top of the screen, enter the correct email and tap Continue again.
• The Email Address on your Personal Information screen is your contact email. Changing it doesn't change the email you sign in with.
• To remove an account you created by mistake, sign in to that account and delete it from your Profile. See How do I delete my VOLO™ App account?

Messages you might see

• The password you have entered is incorrect. or Invalid credentials: check your password, or tap Forgot Password to reset it. On your first sign-in, use the temporary password from your welcome email.
• We do not have any accounts associated with this email address.: check the email for typos.
• An error occurred while checking email status.: check your internet connection and try again.
• You've deleted your account. Please contact support if you need assistance.: this account has been deleted. Contact us if you didn't expect this.

Still stuck? In the VOLO™ App, open the menu (☰) → Help & Support → Customer Service → Submit a request, and attach a screenshot of what you're seeing. Can't sign in to the app? Email support@volohealth.com.