All Collections
My client cannot connect
My client cannot connect

Various things can prevent a client from signing in, but the cause is usually an email or password error.

Mathieu Gagné avatar
Written by Mathieu Gagné
Updated over a week ago

Unable to access account from the app

If the customer has already logged in, but can no longer log into his account on the mobile application, and he gets the error message: “Invalid User / password”.

  • This means that there is an error in the username or in the password.

Possible solutions

As a client

  1. The person needs to correct the error in the username or password to access the account.

  2. He can also click on “Forgot password?”. He will then receive an email to change his password.

⚠️ Attention! Emails can be in the SPAM mailbox.

As a professional

  1. Make sure the email entered is the one linked to the account. You can see which email is associated with the account by going to the client's information.

  2. Make sure the email is in the “main email” section.

  3. Click here to find out more.


In this example, the client MUST use his username to access the application.

His e-mail address will only be used for communications.

(His address is in the secondary location).

When logging in, you'll need to enter alain_sirois and your password.

Send a temporary password to your client

You can generate a temporary password for your client.

  1. Go to the customer profile.

  2. Click on “Actions” at the top right of the page.

  3. Click on “Resend invitation”.

  4. Choose: Generate temporary password.***

  5. Copy the password and send it to the customer in the easiest way possible.

    • ⚠️ Make sure the e-mail address displayed is the one the customer uses.

*** The option to send a temporary password is not available if the customer belongs to more than one company.

Still unable to connect

If after trying the procedure described above, your client still says they cannot connect:

  1. Communicate with us via the chat bubble;


2. Ask your client to write to us at [email protected].

Account disabled

If this error message appears, the customer can write to a Hexpert at this address: [email protected]

Further information

  • To learn how to edit a customer's information, click here.

  • Error message: “email already used by a Hexfit user”, click here.

  • To resend the welcome email to the customer, click here.

Did this answer your question?