Trusted Device Lock Prevents Client App Login on a New Phone

If a member can't log in to the Client App on a new or different phone because the app says it's not their primary registered device — or they need to change which phone is treated as their "trusted device" — this article explains the pattern and how to get it resolved.

Symptoms

• A member reinstalls or logs into the Client App on a new phone and gets an error that it is "not my primary registered device."
• This has been reported after a member first logged into the app on someone else's phone (e.g., a spouse's or family member's phone) to check a feature, then tried to switch back to using their own phone — after that, their own phone is rejected as not the trusted/primary device.
• A member wants to release or reset the phone currently registered as their trusted device (e.g., because they logged in on a family member's phone by mistake, or got a new phone) so they can use a different one going forward.

Cause

Not confirmed in detail, but the pattern is consistent: the Client App appears to bind login to a single "primary" or "trusted" device, and logging in on a second phone — even briefly — can register that second phone as the trusted one, locking out the member's usual phone. Whether this is by design (a security control) or an unintended side effect of how device trust is assigned is not established in the ticket data — flag for Engineering/Product confirmation.

Solution

Option 1: Escalate to reset/release the trusted device

No self-service option (e.g., an in-app "log out of other devices" or "reset trusted device" control) is evidenced in the ticket data. Both sampled cases needed to be resolved by contacting support. Escalate to Enhance Support with: - The member's full name and account details (barcode/member ID, phone number, home club) - Which phone is currently the registered/trusted device (make/model if known), and which phone the member wants to use going forward - The approximate date the trusted device was set (e.g., "signed into on 7/17") if known — this helps identify the right session to clear

Prevention

• Advise members not to log into their Client App account on someone else's phone, even briefly, if they can avoid it — doing so may register that phone as the trusted device and lock out their own.

Still Having Issues?

If the trusted device can't be reset by front-desk staff, escalate to Enhance Support with the account and device details above.

Related Articles

• Fix: "Account Not Found," "Multiple Accounts," or Incorrect Login Errors in Enhance (account-not-found-invalid-credentials.md) — that article's Related Articles section flagged this exact gap ("Troubleshooting: Trusted Device Errors in the Client App... create if not already published"); this article fills it.