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Signing in and managing your account

Who this is for: everyone Applies to: all

What this page covers

What to do when you can't sign in to Groupset, your session ends and the app sends you back to the Welcome screen, you've forgotten your password, your email-verification link or code never arrives, or a profile photo won't upload.

Common problems

The app says your email or password is wrong

Symptom: On the Welcome screen you enter your email and password and the app says they're incorrect.

Likely cause: The email or password doesn't match the account the app has on file — a typo, the wrong email address, or a forgotten password.

What to do:

  1. Check the email you typed for typos, and make sure you're using the same address you created the account with (not a different work or personal address).
  2. If you're not sure of the password, use the Forgot password option below to set a new one.
  3. Try signing in again.

You created an account but can't get in — email not verified yet

Symptom: You signed up, but the app won't let you in, or your teams don't appear.

Likely cause: New accounts must confirm their email address before they can sign in. The app verifies with a link or a 6-digit code sent by email when the account is created.

What to do:

  1. Find the verification email sent when you created the account and either tap the link inside it or type the 6-digit code into the app's verification screen.
  2. If you can't find it, check your spam or junk folder and search for the app name.
  3. Come back to the app and sign in again.

Your session ended and the app sent you back to the Welcome screen

Symptom: You open the app after being away for a while and it starts at Welcome instead of your home screen.

Likely cause: For security, the app renews your session in the background and starts over at the Welcome screen when it can't renew it at all. Note that losing your connection is different: with no signal, the app keeps you signed in and shows your saved data, then restores things when you're back online.

What to do: Sign in again with your email and password. This is normal and not a sign of a problem.

You forgot your password

Symptom: You can't remember the password for your account.

Likely cause: Nothing wrong — passwords are easy to lose.

What to do:

  1. On the sign-in screen, tap Forgot password (or the similarly named option).
  2. Enter your email address and send the reset request.
  3. Open the email the app sends and follow the link — or, if the app asks for a short code, type the code from the email into the reset screen.
  4. Choose a new password and sign in with it.
  5. If the reset email doesn't arrive, check your spam folder and try again.

Symptom: You signed up (or requested verification) but never received the email.

Likely cause: The email is delayed, was filtered to spam, or was sent to a different address.

What to do:

  1. Check your spam and junk folders, and search your whole inbox for the app name.
  2. Confirm the email address you entered is the one you can receive mail on.
  3. If the screen that's waiting for verification offers a way to send it again, use it — it waits about a minute before letting you resend. Otherwise, ask your team admin for help — they can check whether your account was created.

A profile photo won't upload

Symptom: You tap Take Photo or Choose Photo, pick an image, and the photo doesn't change — or the app shows an error.

Likely cause: One of these:

  • You don't have permission to change that person's photo. Athletes can change their own; parents can change their child's; coaches can replace an athlete's photo but can't remove it; team admins and owners can replace or remove it.
  • Your session expired.
  • The image wasn't accepted (for example, it isn't a supported photo format).
  • The upload was interrupted by a connection problem.

What to do:

  1. Read the message the app shows — it names the reason. If it says you don't have permission, ask a team admin to make the change.
  2. If it says your session expired, sign in again and retry.
  3. If it's a connection problem, check your connection and tap Retry.
  4. If the image was rejected, try Choose Photo with a different image.

After a photo is accepted, it updates across the app — your profile, the roster, and chat — without restarting.

Taking a photo on an iPhone seemed to hang

Symptom: On an iPhone you tap Take Photo, take the picture, and the app stays on a spinner instead of opening the crop step.

Likely cause: An older version of the app could get stuck right after the camera closed. That's fixed in the current version.

What to do: Update Groupset from the App Store. In the current version, if the crop tool doesn't respond, the app stops waiting and uploads your original photo instead, so you're not stuck.

Take Photo opens the photo library on the web

Symptom: In a browser, tapping Take Photo opens your photo library instead of the camera.

Likely cause: That's by design. Browsers can't reliably open the camera for this step, so the web app tells you the camera isn't available and asks you to pick a photo from your library instead.

What to do: Pick the photo from your library. If you want to take a new photo, use the phone app.

Notes and limits

  • Signing out removes this device from push notifications — you'll need to sign back in to get them again.
  • If the app says your account is unknown entirely, you may have signed up with a different address; see Invites and registration for sign-up issues.