Work through these in order and stop as soon as you're in.
In the Play Store and the App Store the app is called LeadConnector, not Digital Gym Growth. That is the right app. Searching for our name will not find it.
Step 1: Check how your account was set up
If your account was created with Sign in with Google, there is no password on it. Typing one will fail every time, however correct it looks.
- On the login screen, ignore the email and password boxes.
- Tap the Google sign-in button instead.
- Pick the Google account your welcome email was sent to.
Step 2: Type your details in by hand
Pasting a login often brings an invisible space with it, at the start or the end of the email or the password. The login rejects it and tells you nothing useful.
- Clear the email box completely.
- Clear the password box completely.
- Type both in by hand. Do not paste.
Personal address or work address? Use whichever one your welcome email arrived at. They are not interchangeable.
Step 3: Try it in your phone's browser
- Open Chrome or Safari on the same phone.
-
Go to your account.
app.digitalgymgrowth.com
- Log in with the same details.
It works in the browser but not the app. The app needs resetting. Carry on to step 4.
It fails in both. Skip to Still stuck? at the bottom. Steps 4 and 5 will not help you.
Step 4: Reset the app
This clears the app's saved session and puts it back to a fresh state. Nothing in your account is deleted. Your contacts, conversations and calendars are untouched.
On iPhone
The iPhone has no clear-storage button, so deleting the app does the same job.
- Press and hold the LeadConnector icon.
- Tap Remove App, then Delete App.
- Open the App Store and install LeadConnector again.
- Open it and log in.
On Android
- Press and hold the LeadConnector icon on your home screen.
- Tap App info, the ⓘ symbol.
- Tap Force stop, then confirm.
- Tap Storage & cache.
- Tap Clear storage, sometimes labelled Clear data, then confirm.
- Open the app and log in again.
Go the long way instead: Settings, then Apps, then See all apps, then LeadConnector, then Storage & cache. Carry on from step 5 above.
Uninstall and reinstall from the Play Store or App Store. That also pulls the newest version, in case the app has not been updating itself. How to check your app version.
Step 5: Rule out the connection
- Turn WiFi off.
- Switch to mobile data.
- Turn off any VPN or ad-blocker for this attempt.
- Try logging in once more.
Still stuck?
Two things are on our side, not yours. If either one describes what you are seeing, stop trying and contact us. Retrying will not fix it, and we can sort it out quickly.
- The password reset email never arrives, or the app says it could not complete the request.
- You log in successfully and get bounced straight back to the login screen.
Both mean your account record needs adjusting from our end. That is a quick fix once we know.
Three things, and we can usually solve it without a call:
- The email address you are trying to log in with
- The exact error message on screen, a screenshot is ideal
- Your phone type, and whether the browser test in step 3 worked
Or text Matt directly if you already have his number.