Fix: "Account Not Found," "Multiple Accounts," or Incorrect Login Errors in Enhance

If you're seeing an error saying your account can't be found, your phone number isn't recognized, you have multiple accounts, or your login information is "incorrect" even though it's right, this article explains the most common causes and how to fix them.

Symptoms

Members, trainers, and club staff have reported several variations of this problem:

• "There is no account with my number" — login worked fine previously (sometimes for days or weeks) and then suddenly fails.
• "My phone number is not recognized" when trying to log in.
• "It keeps saying I have multiple accounts under my phone number."
• The app opens and works normally, but tapping into the Personal Training section specifically returns an error or won't load.
• A pop-up appears under Personal Training reading "Please stop by the front desk to complete your information."
• The error persists even after deleting and reinstalling the app.
• Trainer App: a newly hired trainer or employee can't log in or doesn't appear/sync into the app after being set up as staff in the club's membership system.
• Manager Suite (Back Office): a GM or AGM enters what they confirm is the correct email/username and password, but the system says the login information is incorrect.

Cause

Login and Personal Training access in the Client and Trainer apps depend on matching the member's or employee's record (typically by phone number, and for trainers/staff by barcode or employee ID) against the corresponding record in the club's membership system. Based on the pattern in reported cases, "account not found" / "not recognized" / "multiple accounts" errors show up when:

• The phone number on the member's account doesn't match what they're entering (a change, a typo, or a shared/reused number).
• The member's profile is missing required information — the in-app message "Please stop by the front desk to complete your information" points to this directly.
• Two member records exist under the same phone number, so the app can't determine which account to log in.
• A new trainer or employee hasn't finished syncing from the club's membership system into the Enhance/Trainer App yet.

Not confirmed: the exact technical mechanism behind the sync between the club's membership system and Enhance, and whether Manager Suite (Back Office) "incorrect credentials" reports share this same root cause or are a separate, credentials-specific issue. Flagging for SME/engineering review — see Publishing Notes.

Solution

Option 1: Verify your phone number and profile info at the front desk

This is the most common fix for members seeing "account not found," "phone number not recognized," or the "complete your information" pop-up:

1. Visit your home club's front desk in person.
2. Ask staff to confirm the phone number on file for your account matches the number you're using to log in.
3. Ask staff to check for any missing required profile fields and complete them.
4. Try logging in again after staff confirms the update.

Option 2: "Multiple accounts" under one phone number

If the app reports multiple accounts tied to your phone number, this needs to be resolved by club staff rather than in the app:

1. Ask front desk staff to check for duplicate member records sharing your phone number.
2. If staff can't resolve it on their end, escalate to Enhance Support (see below) — this was not always fixable at the front desk in reported cases and may need a back-office correction.

Option 3: New trainer or employee not syncing (Trainer App)

If a newly added trainer or employee can't log in or isn't showing up in the Trainer App:

1. Confirm the employee has been fully set up (including barcode/employee ID) in the club's membership system.
2. If they still can't access the Trainer App after setup, contact Enhance Support with the employee's name, barcode/employee ID, and home club so the sync can be checked.

Option 4: Manager Suite (Back Office) says login is incorrect

If a GM/AGM's Back Office login is rejected as incorrect despite the information being correct, this was not resolved at the club level in reported cases. Contact Enhance Support directly with the account's email/username and club name.

Prevention

• Keep the phone number on file up to date and consistent — this is the primary lookup field for Client App and Trainer App login.
• When setting up a new member or employee, make sure all required profile fields are completed at the time of signup to avoid the "complete your information" block later.

Still Having Issues?

If front desk staff can't resolve the issue, contact Enhance Support with as much of the following as you can provide:

• Full name and email on the account
• Phone number on file
• Barcode/member ID or employee ID (if applicable)
• Home club location
• A screenshot of the exact error message

Related Articles

• [Troubleshooting: Trusted Device Errors in the Client App] (create if not already published — one reported case had a separate, already-resolved trusted device issue alongside this one)
• [How to Add Staff (AGM/GM) Access to the Back Office] (create if not already published — a related but distinct request seen in this ticket set)